Relationship Service Manager

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HSBC GIFT IBU (International Financial Service Centre Banking Unit) is based in GIFT, Gandhinagar, Gujarat and serving more than 400+ wholesale banking clients. We are currently seeking an experienced professional to join the Wholesale Banking Client Service team as Client Service Manager.

Role Purpose

• The Wholesale Client Services (WCS) team is responsible for the management and execution of client related service events through the full life-cycle of a client’s relationship with HSBC, including Global Trader Services (GTS) and Global Payments Services (GPS)
• The RSM is responsible for, but not limited to, the proactive management of services for an assigned portfolio of GIFT City branch to ensure a high quality of service is delivered at all times
• Coordinate onboarding activities on behalf of the Relationship Managers aligned to client requirements
• Act as primary point of contact for clients and internal colleagues for all services, CDD and client exit. Work with various middle/back offices to ensure smooth delivery of client solutions and efficient feedback to client inquiries.
• Product & Implementation management for customer due diligence, GTS and GPS
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
• Support risk management activities in terms of handling RFI related enquiries and the approval on low/ medium risk CDD periodic review cases for Relationship Managers
• Provide opinion on operational aspects with various departments (GLCM, Global Market, Business Management, NSC, IT, Business Management, etc.)

Principal Responsibilities

• Client Service Manager – Client Services would be part of Central Client Services Team to support all service request of the client
• Work closely with 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
• Manage the Client Selection and Exit Management process
• Manage the Book of work and client list for GIFT City branch
• Delivery of client programs for Global Trade Services/ Global Payment Solutions as part of end-to-end client execution and transaction fulfilment lifecycle.
• Leading the implementation of operational plans and priorities to drive delivery of the agreed client requirements, ensuring GIFT City requirements and variations in the business model are accurately accounted for in our client on-boarding methodology.
• Ensure the provision of transactional and channel support to clients, understanding their on-boarding requirements and ensuring their timely implementation within GTS & GPS.
• Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the Banking business
• Liaising with key legal and compliance teams external and Internal to ensure all related master circulars/ Directions and FEMA guidelines are being adhered too.
• Raise Fixed maturity liabilities
• Ensure compliance to International Financial Services Centres Authority (IFSCA) and other regulators guidelines

Customers / Stakeholders

• Provide timely response to client queries
• 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

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

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

Requirements

• 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)
• 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,     Minimum Graduation or as required for the role, whichever is higher 

HSBC is 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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India