Senior Analyst RSM

Role purpose (overall high-level summary of the role)

Relationship Service Management is a digitally enabled CIB Banking Client Relationship Services team who delivers coordination of client impacting servicing activities on behalf of RMs to facilitate optimal client experience and allow front-line partners focus on business generating activities.

Relationship Service Manager - Analyst role is part of Client Relationship Servicing within CIB Banking within CIB COO. CIB COO is a globally aligned function supporting GBM/CMB wide businesses and all elements of the client lifecycle including Onboarding and Client Relationship Servicing. RSM function is accountable for ensuring that HSBC consistently provides exceptional service to its clients. The CIB Banking CS Value Stream oversees all Account Maintenance, Account Opening, Closing & Reactivation requests, Client Authorization Update (Mandates), Audit confirmation, Request for Information and RM Delegated Responsibilities (AI Triggers/CDD Info).

Principal Accountabilities and Responsibilities (e.g., for Business, Customers & Stakeholders; internal control environment, etc.)

Impact on Business

• Take measures to be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters.
• Take ownership of Client Maintenance and servicing activities including ad hoc client queries and escalations.
• Undertake proper utilization of the product/ sales knowledge to find answers to complex operational problems and present the solution to RMs in clear language.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

Customers / Stakeholders

• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
• Interfacing with wide variety of teams like Relationship Managers, WSO, KYCS, CDD, Legal, Payments, Trade team etc. daily with solution-oriented mindset to overcome bottlenecks.
• Develop and maintain excellent professional relationship with all stakeholders – both internal & external.
• Act as one-stop shop to guide RM in holistic approach and revert with solution.

Technical Skills and Teamwork

• Be responsible for managing E2E mandate and signor updates for entities locally and globally. Fluent comprehending core documents associated with mandate/signatories’ updates.
• Working knowledge of the Audit process and use of confirmation.com tool for performing global signor audits.
• Collaborate seamlessly with colleagues, leveraging diverse perspectives to drive innovative solutions.
• Act as a knowledge hub to the RMs and Management alike; with proven ability to resolve queries.
• Share knowledge and information to help build technical competence across the function.
• Could additionally be responsible for providing training and help to develop a team of global professionals.
• Participates in team meetings, activities, promotes team spirit.

Operational Effectiveness & Control

• To understand the impact of new initiatives and re-engineered processes on their respective client relationships and ensure effective communication of change.
• To act as an escalation, point regarding service or operational control issues and assist in identifying and progressing improvements.
• Serve as an SME and SPOC to the Business to facilitate Projects, Process Improvement, and reengineering efforts.

Management of Risk

Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.

Functional Knowledge & Skills Required

• Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered. (E)
• Working knowledge of Mandate documents such as Board Resolution (BR), Power Of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). (D)
• Working knowledge of the Audit process and use of confirmation.com tool for performing global signor audits. (D)
• At least 1 year experience in a client facing role.
• Orientation to client service and a good understanding of service principles and practices.
• Proven ability to work well under pressure and prioritize competing demands. (E)
• Flexible approach to duties and hours of work. (E)
• Strong network across Business Services, Product, and Central Operational Support Teams.
• Must be proactive and prepared to investigate issues of own initiative with minimum information.
• Ability to maintain focus while working with voluminous data including the ability to strategize, organize and execute the same for the department’s month-end / roll-period high volumes.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data with good attention to details.
• Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
• Self-Motivated, positive, and passionate individual with a solution-oriented mindset.