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Client Service Manager, GLCM (GCB5)

  • Ha Noi
  • Manager
  • Permanent
  • 8 Years
  • Negotiable
  • Banking, Customer Service
  • 01/01/2019

Job Description

  • Accountable for delivering Client Service excellence globally effectively managing any risks and issues.
  • Identification of opportunities globally and effectively managing the regional CSM’s to deliver against client promises
  • Identify and introduce service improvements to improve the overall client experience, resolves global client service issues and challenges as the final escalation point.
  • By analysing clients activities and providing advice and suggestions to clients to improve Generate cross country referrals facilitated via Global Links.
  • Generate referrals for other Global Businesses, e.g. Private Banking, GBM, RBWM, as appropriate.
  • Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.
  • To manage a client portfolio in order to maintain existing and generate new income for the business
  • To maintain close liaison with key stakeholders so as to provide input into the strategic direction of the business, the functionality and launch of new products and services
  • Remain up-to-date with product knowledge etc through attendance at presentations, training, reviewing intranet/internet etc.
  • Develop an appropriate calling plan to efficiently and effectively achieve goals and objectives. Through consultative selling, design and implement workable, innovative solutions for customers individual needs plus generate and receive quality referrals for/from other parts of the Group
  • Interaction with other global GLCM units including clients, global service teams, Sales, Product Management and other elements of Client Management.
  • Provide analysis and recommendations to senior management.
  • Ongoing partnership with all client service teams. Maintain regular dialogue with client service staff to foster teamwork and cooperation
  • Provide guidance to in country staff on service related issues.
  • Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted.
  • Identify client requirements, working with RM’s and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business.
  • Work closely with Sales to provide input and ensure proper levels of support are achievable
  • Establish and develop close working relationships with pertinent country and Group offices and operational areas to ensure excellent customer service
  • Establish and maintain excellent working relationships with the key HSBC stakeholders. Enhance the Bank’s image in the marketplace to build key relationships with third parties.
  • Represent the interest of Client Service at steering committees and working groups, support new and existing colleagues promoting and contributing to an engagement culture.
  • Act as an ambassador for the team and contribute fully to its development, effectiveness and successShare knowledge, experience and best practices with junior RMs within and outside of immediate team and promote a collective culture to spread experience & best practice.
  • Take a hands-on approach to coaching junior teams members, live the Group Values
  • Participate in developing GLCM client management strategy. Defining and implement GLCM standards to govern client segmentation and the provision of best-in-class support.
  • Ensure protection of the Bank’s market share and income from Corporate & Institutional Banking and premium Commercial Banking relationships.
  • Respond within agreed timelines to issues raised by audit and external regulators.
  • Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
  • 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.
  • Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
  • Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. 
  • Ensure all activity documentation is complete to provide performance tracking

Job Requirement

  • Minimum of 8 years working in the banking industry
  • In-depth knowledge of industry standards related to all Cash Management products and services
  • Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering
  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
  • Proven ability to deliver creative and flexible customer solutions
  • Ability to understand a customers business and the fundamentals of running a business
  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
  • Ability to interact with business customers at all levels
  • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
  • Excellent time management, planning and organisation skills
  • Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
  • Strong analytical, problem-solving, technical
  • Experience in driving team and individual performance to achieve customer and financial targets
  • Strong leadership and team motivational skills
  • Proven coaching and performance management skills
  • Experience of working in an International Global Banking environment
  • Broad based knowledge of HSBC Group companies
  • Bachelors degree in business, related field or equivalent work experience


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