Client Relationship Management - Support

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Principal Accountabilities:
Key activities and decision making areas; Typical KPIs and Targets

    Collect relevant information from various sources to enable the Relationship Managers to consider/sanction/seek approval for (a) New facilities (b) Facilities reviews / Adjustments (c) Unauthorised over-limit exceptions
    Drive annual review timeliness by active follow-up with 1) CAU analysts’ submission to Relationship Managers & 2) Relationship Managers on reviews and submissions before the agreed day prior the review deadline
    Comment on the new monies proposal, annual review & credit memorandum received from CAU in prep for risk approval submission in CARM 
    Check covenant compliance certificate and covenant fulfilment
    Support Security Control co-ordination 
    Check facility letters prepared by Credit Ops or Relationship Managers, ensure the return of acknowledged copies of such letters prior to the expiry date therein and take prompt follow-up action on outstanding items
    Check customer and facility related documents and take prompt follow-up action on outstanding items.  To arrange renewal of security documents
    Facilitate the loan drawdown process through close liaison with Client Management and Credit Ops on account opening, and ensure that security requirements have been completed before facility limits are loaded
    Work closely with client managers and relationship managers in the team and support them to complete all KYC process in a timely manner.
    Execute or support the approval of low/medium risk periodic review profile
    Prepare sector update and news research summary for knowledge sharing among frontlines
    Reconcile the data in OMNIA and the baseline in DCP report
    Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters
    Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the Banking business  
    Build client confidence/satisfaction with the HSBC team during any interaction with clients and internal stakeholders as measured by clients, Relationship Managers and line manager feedback
Customers / Stakeholders
    Draft reports, letters, memos etc., and assist in preparation of performance reports, returns and other ad hoc requests for the Relationship Managers
    Compile internal returns / analysis in support of the team
    Support Relationship Managers in the team by undertaking ad hoc tasks assigned by them
    Provide timely response to client queries    
    Develop a trusted network and effective communication with other Banking staff, client servicing teams, product teams and operations teams as measured by client, line manager and internal feedback
    Produce accurate output efficiently
    Evidence of fairness in decision making
    No instances of un-escalated, material workflow delay

Leadership & Teamwork
    Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times
    Demonstrate proactivity and self-initiation, working with limited oversight
    Promotes high engagement, motivation levels and adherence to Group values
    Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment
    Support the team as a fungible resource as and when required
    Evidence of good working relationships with all stakeholders and operational units to ensure that operations deliver a high standard of customer service
    Demonstrate of Group Values in all behaviours
    Evidence of an engaged and positive team culture
    Sharing of feedback to appropriate stakeholders and peers

Operational Effectiveness & Control
    Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators
    Uphold the highest level of integrity and act as a role model for all HSBC values and business principles
    Demonstrate a commitment to excellence and perform to the highest standards
    Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.  Be vigilant in driving staff behaviour in an aligned fashion, holding them accountable for any violation of policy.
    Act as an escalation point regarding service issues and assist to identify and progress service improvement and sales opportunities
    Orchestrate the implementation of the Group compliance policy locally
    Foster a compliance culture to reduce incidents resulting in operational losses
    Timely implementation of internal and external audit points together with any issues raised by external regulators
    Completion of technical training that enhances system knowledge and proficiency
    Adoption and effective use of digital support or execution platforms
    Timely completion of mandatory compliance, risk and regulatory learning modules
    Completion of  internal audit file checks and competency checks within established timelines

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

    The jobholder is required to possess a holistic view on clients’ background and sound sector knowledge in order to provide commentary / input on behalf of Relationship Managers. Business sense and excellent interpersonal skill is required to deal with corporate clients. 
    Thorough understanding of the Group and the CIB businesses, including products, propositions, services, systems, credit services, relationship management models, the financial services landscape is expected
    Ability to provide swift and accurate responses to queries from Analyst, Associate, Associate Director, Director, Business Heads and clients in a timely manner and at a reasonable level of organizational skills

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
    Work under the supervision of Country Head of Wholesale Client Services/Head of Relationship Service Management to achieve overall targets of Wholesale Client Services (WCS)
Management of Risk (Operational Risk / FIM requirements)
    The jobholder will ensure the fair treatment of HSBC customers is at the heart of everything we do, both personally and as an organisation. They will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. 

Observation of Internal Controls (Compliance Policy / FIM requirements)
    Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
    Understands, follows, and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

Knowledge & Experience / Qualifications ( Minimum requirements of the role.)
    Solid understanding of Banking operations and its products / services, general knowledge of trade, treasury, and payment and cash management products and activities
    Relevant work experience supporting Relationship Managers or Sales teams in a financial institution (bank or non-bank) 
    Relevant credit application and credit monitoring experience (minimum 2 years)  
    Strong knowledge of regulatory requirements
    Excellent client servicing skills (minimum 2 years of service in a client facing role)
    Results focused and an ability to manage and prioritize multiple tasks in a fast-moving environment
    Ability to work independently but also as a team player, with highly developed interpersonal skills
    Ability to prioritize competing demands
    Ability to understand and consolidate diverse and complex business information and identify and mitigate risk issues
    Be change oriented and explore ways of enhanced working and have a forward-thinking mind-set, in line with the Group’s values and strategy 
    Excellent analysis and problem-solving skills
    Proficient in Microsoft Office 
    Fluent verbal and written English

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India