Relationship Service - Manager

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Relationship Service - Manager

In this role, you will:

• Act as the primary liaison for clients, fostering strong relationships and gaining a deep understanding of their global mandate requirements to ensure tailored solutions and exceptional service delivery. Serve as a trusted point of contact, educating clients on mandate requirements, form completion, and legal/regulatory expectations.
• Ensure a seamless and positive client experience by delivering high-quality service while maintaining responsiveness and accountability throughout the issue lifecycle. Manage the end-to-end lifecycle of mandates, including adding, deleting, and amending client signatories, ensuring accuracy, timeliness, and completeness of documentation.

• Ensure all mandates align with applicable legal, regulatory, and jurisdictional requirements, proactively identifying and mitigating risks to safeguard the organization and clients. Escalate any red flags, suspicious document patterns, or inconsistencies in mandates to Compliance, Legal, or Operational Risk teams.
• Maintain a strong understanding of operational risks associated with mandate and signatory processing, including fraud, misrepresentation, and system dependency risks. Partner with diverse internal teams, including DBS, Legal, Compliance, GTS, GPS, Credit Services, Lending, and Operations, to facilitate efficient coordination and execution of mandates across multiple functions.

• Collaborate seamlessly with colleagues, leveraging diverse perspectives to drive innovative solutions and process improvements. Maintain comprehensive and accurate records for each mandate, delivering timely updates and detailed reports to clients and senior management to ensure transparency and accountability.

• Document all correspondences related to client referrals and provide assurances to clients upon successful resolution. Record all interactions related to incomplete or incorrect submissions, including timestamps, communication logs, and follow-up outcomes, ensuring full traceability.

• Identify process inefficiencies and proactively contribute to automation, digitalization, and straight-through processing initiatives. Perform root cause analysis on recurring issues and implement long-term process improvements to drive operational efficiency.
• Analyze historical error trends to implement preventive actions and reduce repeat issues across mandate processing. Participate in strategic initiatives aimed at digitization, automation, and streamlining of legacy processes to reduce turnaround time and enhance customer/client impact.
• Drive the successful execution of complex mandate projects for clients across all tiers, ensuring deadlines are met, resources are optimized, and challenges are addressed with agility and precision. Represent the team in cross-functional projects, process transformation initiatives, or strategic working groups.
• Continuously gather and analyze client feedback to identify opportunities for process improvement, enhancing the overall client experience and service delivery. Use insights from repeated issues to propose improvements in client education or mandate form design.

To be successful you will:

• Strong knowledge of wholesale banking cash products and mandate-related documentation such as Board Resolutions, Power of Attorneys (PoA), Articles of Association (AoA), and List of Directors (LoD). Familiarity with interpreting and validating client documentation, including signature authorizations and account mandates.
• Proficiency in in-house systems such as HUB, SFE, HFE, OBS, BMM, Client Document Reader, IQA, Filenet, WCAS systems, DQM, Connecto, Connecto-Mandates, CME, Customer Footprint, ERDS, and awareness of local regulations. Minimum of 5 years of experience in an operations complex processing role, with at least 3 years in a client-facing role.

• Proven ability to navigate complex client relationships and deliver results in a fast-paced environment. Experience in managing mandates or working with international clients is highly desirable. Exceptional verbal and written communication skills, with the ability to articulate complex information clearly and effectively to clients and internal stakeholders.

• Proficiency in presenting findings and recommendations in a concise and professional manner. Strong analytical and strategic thinking skills, with the ability to identify challenges and implement practical, effective solutions.

• Demonstrated ability to assess risks and make informed decisions under pressure. Excellent interpersonal skills, with the ability to build and maintain strong relationships with clients and internal teams across diverse cultures and regions.

• A collaborative mindset and ability to work effectively in cross-functional teams. Highly organized and detail-oriented, with a proven ability to manage complex information and ensure accuracy in mandate processing. Commitment to maintaining high standards of quality and compliance.

• A flexible approach to duties and working hours, with a willingness to adapt to the needs of a global business environment. Adhere to defined risk control frameworks, policies, and procedures to mitigate manual processing errors.

• German language skill with be preferable & desired.
• All applicants must have successfully completed their probation period and meet performance and behavioral standards as defined in the policy. Bachelor's degree/graduate in any related field is required. Right to work is required. Local employment rulings and restrictions will apply.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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