Global Trade Solutions Client Manager

CIB - Global Trade Solutions (GTS)

Trade has been the foundation of HSBC since 1865, it is evolving fast and so are we. With our network, expertise, and solutions we’re placed to help clients make sense of emerging trends, risks, and opportunities by being the global connectors, innovative problem solvers and strategic partners.
 
We connect the world through trade. Our footprint gives clients access to roughly 90% of world trade flows providing a powerful mix of local, regional, and global knowledge to help them spot new growth opportunities. We are innovative problem solvers that provide a safer, smoother digital trade experience. We solve business challenges through growth, disruption, or uncertainty, and we bring clients insights and ideas to enable grow and protect their business.
 
Our comprehensive suite of products and services can be combined into global solutions that help make it easier for businesses to manage trade risk, process trade transactions, and fund trade activities.

We are currently seeking an experienced professional to join our team.

In this role, you will:

• 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 GTS transactions.
• Refer new business opportunities to Sales and RM teams.
• Provide customer feedback to applicable GTS teams when propositions impact the customer experience.

•Provide an industry-leading customer experience for high-value GTS customers, with a view to increasing and retaining business.
• Provide value-added service to customers, including advice on GTS products, processes, and transaction documentation, Service Reviews, Trade Academies, and other events.
• Liaise with GTS 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.

• 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.

To be successful in the role, you should meet the following requirements:

• 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 organization structure, business products/ solutions
particularly GTS and eChannel’s, operations and systems/processes

You’ll achieve more at HSBC.

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Issued by HSBC Bank (China) Company Limited