Business Development

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Business Descriptor

HSBC Corporate and Institutional Banking is a markets-led, financing-focused business that provides investment and financial solutions. Global Trade Solutions comprises over 4,500 people across more than 60 countries, helping suppliers and buyers with their export and import finance needs. Trade is where HSBC began in 1865, when we financed commerce between Europe, North America and Asia.

Job Introduction

HSBC Global Trade Solutions is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions. It has been repeatedly recognised by the industry’s most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end customer solutions.

The GTS Client Manager (CM) is responsible for proactively ensuring an industry-leading customer experience among high-value GTS relationships.

Principal Responsibilities

The jobholder is responsible for:

• Supporting revenue enabling and value accretive activities through delivering an exceptional customer experience and proactively engaging customers for business
• Acting as an escalation point for customers within their portfolio on issues that may extend beyond the local market
• Driving customer experience and business accretive initiatives for their portfolios
• Supporting the Country Head of CM and Regional and Global teams on customer experience and initiatives

Principal Accountabilities

Impact on Business/Function

• Grow business volume through delivering an exceptional customer experience and proactively engaging customers for business.
• Retain business through addressing customer issues and feedback/complaints related to GTRF transactions.
• Refer new business opportunities to Sales and RM teams.
• Provide customer feedback to applicable GTRF teams when propositions impact the customer experience.

Typical Targets and Measures:

• Increase in facility outstandings
• Increase in DC capture rate
• Number of new business referrals to Sales and RM teams

Customers/Stakeholders

• Provide an industry-leading customer experience for high-value GTRF customers, with a view to increasing and retaining business.
• Provide value-added service to customers, including advice on GTRF products, processes, and transaction documentation, Service Reviews, Trade Academies, and other events.
• Liaise with GTRF Services, Sales, Relationship Managers, WCOO and other stakeholders to ensure customer issues are addressed and urgent transactions are processed in a timely manner.
• Maintain visibility of customer feedback, errors, and complaints received, addressing and remediating them where addressable and providing feedback to other teams where applicable.
• Provide customers with technical advisory and clarification on transactional issues.
• Actively follow urgent transactions from key customers to completion.

Typical Targets and Measures:

• Customer satisfaction scores from surveys (i.e. NPS)
• Service Review scores
• Number of Service Reviews and Trade Academies completed
• Timely resolution of errors and complaints
• Timely responses to customer queries

Leadership and Teamwork

• Drive a customer-centric culture by providing an industry-leading customer experience.
• Seek professional development through formal and informal training and coaching.

Typical Targets and Measures:

• Participation in HSBC and external training and development activities.

Operational Effectiveness and Controls

• Prioritise activities efficiently, according to the value provided to customers and the bank.
• Ensure adherence to all applicable laws, regulations, Group policies, procedures and standards.

Typical Targets and Measures:

• Efficient and timely completion of responsibilities
• HSBC internal control standards consistently maintained and timely implementation of internal and external audit points
• Full adherence to all applicable laws, regulations, Group policies, procedures and standards

Major Challenges

A Client Manager will need to balance exceptional customer service with the constraints of our customer’s requirements, limited time, and HSBC policies and procedures.

GTRF is a highly knowledge-driven transactional business, on account of international and local regulatory environments. A CM will need to conduct proactive value-added activities (i.e. Service Reviews, Trade Academies, and advisory sessions) and business initiatives (FUR, KIH) while also assisting clients with queries to ensure GTRF’s industry-leading service standards are maintained and improved. This will require streamlined query handling practices, working with the Services team to increase processing speed, accuracy, and flexibility for high-value customers, and encouraging customers to utilise self-service tools.

When customer experience is at risk from factors outside of direct control of the CM, the CM must engage the Head of CM and other stakeholders to ensure appropriate decisions are made within our constraints.

A familiarity with regulatory frameworks and the ability to keep pace with changing market conditions are required. The jobholder needs to understand the dynamics of our customers’ businesses and competitive environment, and the consequent impact on GTRF in order to extend our market position and achieve business targets.

Role Context
Global Trade Solutions(GTS) is a core product function within Commercial Banking (CMB) serving CMB and Global Banking (GB) customers. GTRF Client Management is a parallel function with Business Development (Sales), Product (incl. Implementation), and Services (transaction processing), reporting to the Country Head of GTRF.

CM is a front office, customer-facing function responsible for managing the ongoing transactional relationship between customers and GTRF. CMs will need to interact with each of the teams below frequently to ensure an exceptional customer experience:

• Business Development is responsible for origination, handing customers over to CM when a deal has been mandated and the facility, customer, and their accounts are prepared and ready for transactions.
• Implementation is responsible for onboarding customers onto the HSBCnet platform.
• Services is responsible for processing transactions.
• Group Service Centres (GSCs) in some markets may process the majority or all transactions. GSCs/WCOO may also conduct customer servicing for Standard customers and provide support for more administrative tasks for the CM team.

CM is measured both in terms of customer satisfaction (i.e. NPS scores, Service Review scores, and direct customer feedback), and increase FUR/KIH capture rates and incremental business referrals. These KPIs align the incentives of the CM team towards prioritising customers with the greatest revenue potential for GTRF.

The function is currently governed by the Global Head of GTRF Client Services (reporting to Global Head of GTRF Services) and the Regional GTRF Services leadership.

Management of Risk (Operational Risk / FIM requirements)

The jobholder will ensure the customer is at the heart of everything we do, both personally and as an organisation.

The jobholder will continually reassess the operational risks associated with the role and risks inherent in the business. The changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology will need to be taken into account.

This will be achieved by ensuring all actions consider the likelihood of operational risk occurring, and also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will demonstrate adherence to all applicable internal controls. This will be achieved by adherence to all relevant policies, procedures and standards, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points including issues raised by regulators.

The jobholder will manage the team in ensuring implementation of Group compliance policies by containing compliance risk in liaison with BRCM and Local Compliance Officer as required. The term ‘compliance’ embraces all relevant financial services laws, rules, and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity; also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and, where applicable, optimising relations with regulators.

Role Requirements / Education Qualifications / Certifications / Experience:

Knowledge & Experience / Qualifications (Minimum requirements of the role)

• University degree and/or experience relevant to customer service, sales, or operations
• Solid knowledge of Core Trade, Guarantees, Supply Chain and/or Receivables Finance
• Excellent interpersonal skills, including verbal and written communication skills (in English and local language) and the ability to negotiate and influence others
• Ability to use strong judgement to identify and resolve problems whilst maintaining service performance
• Demonstrated ability to multitask and work independently, as well as work collaboratively
• Ability to manage crises; making good and timely decisions in tough situations
• Desirable: knowledge of HSBC’s organisation structure, business products/ solutions particularly GTRF and eChannels, operations and systems/processes.
• Pro-tip : Familiarity with AI-enabled tools is an advantage.

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