Manager GTS Client Services

• Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client’s trade business across the Group
• Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)
• Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business
• Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTS service performance and increased clients’ usage of self-service solutions
• Provide transactional trade advice to assigned clients, BDMs and RMs, and provide input to account planning
• Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours
• Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC

• Deliver GTS Client Services (CS) strategy and target operating model in line with CS’s global segmentation model (Priority, Premium, Standard)
• Understand the clients’ transaction routines, provide support and guidance and anticipate their service needs and resolve transaction and service issues
• Help embed a client-centric culture by putting the client at the heart of our service provision
• Provide high quality service to clients by resolving service quality issues in a timely manner and implementing preventative measures to protect service levels.
• Set the highest professional standards personally and as a member of the team.
• Foster a strong, collaborative culture and positive team dynamics consistent with Group Values.
• Ensure adherence to all applicable laws and regulations, Group policies, procedures and standards including the timely implementation of recommendations made by external auditors and regulators.
• Contribute to continuous process improvement and quality measurement to create efficiencies to enable CS staff to focus on role of making world trade easy.

• Deep knowledge and experience in Global Trade Solutions products / processes
• Be able to demonstrate strong commitment to service excellence and client relationship management skills in current role
• Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities
• Be able to think through, problem solve, prioritise, and handle difficult situations with pragmatism, common sense and empathy
• Demonstrable experience of challenging the status quo, processes and operations in order to deliver an enhanced client experience
• Able to deliver difficult messages and remain calm under pressure
• Strong influencing and negotiation skills with excellent written and oral presentation skills

• CITF certification (or another relevant trade qualification) is highly desirable

HSBC