Assistant Manager, Client Services

Role Purpose (overall High Level Summary Of The Role)

HSBC Global Trade Solutions (GTS) is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions (letters of credit, bank guarantees, etc.) for Corporate and Institutional (CIB) clients. 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 client solutions.

Role

The GTS Client Services (CS) Assistant Manager is a client-facing role and the central point of contact for all client transactional needs and service solutions for the assigned client portfolio (Global Priority, Premium or Standard). The main purpose of the role is to:

• Deliver a valued and best in class client experience, built on deep Services expertise, strong internal networks across frontline (GTS Trade Sales 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, GTS Trade Salesand RMs, and provide input to account planning
• Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC

On top of the above CS’ responsibilities, from time to time if the need arises, Client Services Assistant Manager may be required to give support to the Services team, such as Operational/Transactional tasks, Guarantee reviews, etc.

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

Essential

• Deep knowledge and experience in GTS 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
• Japanese (native) and English (business) language skills

Desirable

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