Client Management, Global Trade Solutions (GTS)

Department Profile:

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.

Role Purpose:

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

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 and Regional and Global teams on customer experience and initiatives

Principal Accountabilities (Key activities & decision making areas):

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

Customers/Stakeholders:

•               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.

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.

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.

Experience, Skills and Qualifications (Key requirements for 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 Japanese) 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 eChannels, operations and systems/processes