Relationship Service Manager

Some careers open more doors than others.

If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

Our COO team delivers strategic execution for Corporate and Institutional Banking (CIB) across the globe. Through transformative data and digital solutions, customer servicing, and non-financial risk expertise, this team is where problems are solved, and careers are made.

CIB COO focuses on these key priorities:• Protecting the bank, our customers and stakeholders by enhancing our operational resilience, strengthen our control environment, and improve risk management.• Driving operational excellence and efficiency by optimising our processes and delivering the transition to net zero in our own operations.  
• Enabling business growth exceptional service by enabling our businesses to focus on our competitive advantage and deliver transformation and digitisation across the bank. 

Role Purpose

We are currently seeking an experienced professional to join the Wholesale Client Services Team for Corporate and Institutional Banking as a Relationship Service Manager (RSM).

Job Introduction

The RSM is responsible for the management and execution of client related service events through the full life cycle of a client’s relationship with HSBC for Corporate and Institutional Banking (CIB)

§  Co-ordinate onboarding on behalf of Relationship Managers and product specialists, aligned to client requirements and the proactive management of credit and operational services for an assigned portfolio of CIB clients.

§  Support the Global Relationship Bankers or the local Relationship Managers to develop and grow long-term relationships with a portfolio of CIB clients.

§  Act as primary point of contact for clients and internal colleagues to ensure smooth delivery of client solutions and efficient feedback to client inquiries.

§  Protect the firm from non-financial risk through a robust and well managed control environment ensuring the business grows safely.

§  Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

§  Manage workflow of credit and operational services and provide guidance to Relationship Managers, Client Managers, and other Relationship Service Managers (RSM) handling Operations and Credit.

§  Proactively manage all aspects of credit and operational services for an assigned portfolio to ensure high quality of service is always delivered.

§  Support the CARM approval process and collaborate with Credit Services Support and CARM team on CARM proposal and Credit Memorandum.

§  Support risk management activities in terms of handling RFI related enquiries and the approval on low/ medium risk CDD periodic review cases for Relationship Managers

§  Provide opinion on operational aspects with various functions (Banking, Global Payments Solutions, Global Trade Solutions, Markets and Securities Services, Risk, Business Management, Transformation, Information Technology etc.)

§  Be the focal point and optimize the workflow of life-cycle management/credit and operational services; provide guidance to Relationship Managers, Client Managers, support partners and other Corporate Support Officers (CSO)

§  Assist Relationship Managers with facilities related to operational matters and provide administrative support as required.

Principal Responsibilities

§ Collect relevant information from various sources to enable the Relationship Managers to consider/sanction/seek approval for (a) New business (b) New facilities (c) Facilities reviews / Adjustments (d) Unauthorised over-limit exceptions.

§ Drive annual review timeliness by active follow-up with 1) Credit analysts’ submission to Relationship Managers 2) Relationship Managers on reviews and submissions before the agreed day prior to the review deadline.

§ Check covenant compliance certificate and covenant fulfilment; Support Security Control co-ordination, take prompt follow-up action on outstanding items. Arrange renewal of security documents

§ Facilitate the loan drawdown process through close liaison with Client Management and Credit Ops on account opening and ensure that security requirements have been completed before facility limits are loaded.

§ Work closely with client managers, relationship managers and support them to complete all CDD/KYC/FCRM processes in a timely manner.

§ Execute or support the approval of low/medium risk periodic review profiles and risk management triggers.

§ Prepare sector update and news research summary for knowledge sharing among frontline.

§ Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters

§ Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the CIB business.

Customers / Stakeholders

§ Draft reports, letters, memos etc., and assist in preparation of performance reports, returns and other ad hoc requests for the Relationship Managers

§ Compile internal returns / analysis in support of the team.

§ Support Relationship Managers in the team by undertaking ad hoc tasks assigned by them and for authorities delegated by them.

§ Facilitate Priority Client Management; provide timely response to client queries.

Leadership & Teamwork

§  Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times.

About Company

HSBC (Hongkong and Shanghai Banking Corporation) is one of the world’s largest banking and financial services organizations. Headquartered in London, it operates in over 60 countries across Europe, Asia, the Americas, the Middle East, and Africa. Founded in 1865, HSBC offers a wide range of services including retail banking, commercial banking, investment banking, and wealth management. The bank focuses on connecting customers to global opportunities, especially in high-growth markets like Asia.