Relationship Service Manager

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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.

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