Associate Vice President Client Service Specialist
2 weeks ago
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Global Liquidity & Cash Management
Global Liquidity & Cash Management (GLCM) is a core business for HSBC, formally established as a global functional business in 1997 which serves as a core service provider to GB and CMB customer's cash management needs.
At INM, GLCM is a major contributor towards the revenue and profits of GB and CMB, and has operations in all major HSBC locations Mumbai, Gurgaon, Bangalore, Pune, Hyderabad, Chennai and Kolkata INM GLCM Services team.
Role Context
Client demand is increasingly focused on a complete bought solution, in which a post-sales client service, is being seen an integral and important component of the solution. Hence, a consistent delivery of a top quality and market leading customer service proposition, across the region and globally, is essential for the success in retaining client loyalty and forestalling client defection. In order to advance the service proposition, a regional change driver role must also be taken up to ensure all Client Service teams in the region all aligned for the same standard of service delivery.
Aligning with Group strategy, creating synergy with other country teams, and closely interacting with various internal (GB & CMB RMs, payment services, FCC, RC, Legal & Tax, etc) and external (GB & CMB customers), global, regional and local stakeholders are important activities to be successful in the role.
While in the process of delivering to meet customers' expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework in Asia, aswell as a strong working knowledge of HSBC's operations, systems, products and services in the region is required.
HSBC Bank has been at the forefront of Innovation in the cash management space and has been offering comprehensive range of new age solution for GBM and CMB clients globally. The bank has been recognised by industry's most prominent publications and associations for its strength in combining innovation and service excellence with end-to-end customer solutions. HSBC GLCM serves as a core service provider for Commercial (CMB) and Global Banking (GBM) customers.
The jobholder is required to provide strategic direction for consistent delivery of top quality and market leading CS functions in country to achieve the overall business objective of revenue growth. The role is focused on achieving revenue retention, effective transactional advisory to other frontline teams, pro-active management of GLCM service performance and increased clients' usage of GLCM products and solutions.
The jobholder is responsible for:
To manage client queries and be responsible for retaining the HSBC wallet. One point spoc for all GLCM requirements for the managed portfolio. Alignment with the global model and business objectives Working with CS Team leader of all CS initiatives including client communications, allocated staff training and development, technology implementation, client surveys etc. Contribute to the achievement of strategic direction given by CS Head for consistent delivery of top quality and market leading Client Service functions for regional/global clients Compliance with all applicable laws, regulations and Global Standards by the CS team; Contribute towards achievement of local/ regional/ global targets of CS Support to the Team Leader GLCM Client Services and Country Head of Client Management in driving a culture of long term, high quality needs-based solutions for Clients, setting a market leading standard for client service/ experiencePrincipal Responsibilities
Impact on the Business/Function
Handle GLCM Global and Local clients as one point spoc for all GLCM requirements. Contribute to the delivery of the key strategic initiatives set by CS leadership Team which will influence delivery of solutions to our customers across GBM and CMB Work in combination with other functions (GSC and GLCM Client Services team) to achieve end-to-end client fulfilment Facilitate the provision of technical guidance to clients for navigating e-Channels such as HSBCnet in addition to providing continued support on physical channelsCustomers / Stakeholders
Execution of the strategic direction set by CS leadership team for consistent delivery of top quality and market leading Client Service function. Develop and maintain strong working relationships with internal(GSC,SALESMs,RMs,FCC) and external stakeholders(Cash Management Customers) Act as a Services champion (Subject Matter Expert) for the RMs within CMB and GBM to structure the transactions and ensure and to provide advisory solutions to the respective clients Contribute towards building client metrics and ensure effective tracking of HSBC's competitor offerings and performance in comparison to HSBC Ensure positive client experiences through support, Cash Management advice and best practices in relation to GLCM transactions Ensure that GLCM Services is responsive to the requirements and expectations of the Global Businesses Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets Drive and maintain regular dialogue with Global Businesses to ensure alignment of objectives and effective communication of GLCM Services initiatives.Teamwork
Exhibits behavior aligned to the overall HSBC vision, Values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture Works cohesively with Team members including Team leader to achieve positive outcomes for the clients. Shares best practices and learnings within CS team which can further enhance the service proposition.Operational Effectiveness & Control
Maintain a robust and efficient control environment across GLCM to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise Exercise judgment to assess and mitigate financial, documentary, credit, regulatory and compliance risks. Lead in the harmonization of client service standard globally Compliance of group policies and regulatory requirements Requirements Minimum Bachelor's degree / Graduation or as required for the role, whichever is higher Excellent knowledge and experience in managing client under Transaction Banking High commitment to service excellence and client relationship management Strong knowledge of back end Operations process. A passion for serving clients and managing clients. Strong interpersonal, influencing and communication skills Strong relationship-building skills Minimum 2-3 years of experience in transaction bankingAdditional Information
Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required. The GCB 6 or GCB 7 will be offered depending on the selected candidate's skill and relevant experienceUseful Link
Link to Careers Site: Click
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