Corporate Client Servicing Support Manager

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The role is responsible to ensure that all SLAs and KPIs across the breadth of CMO service spectrum are met
and exceeded; translating to effective facilitation of robust financial performance and best in class customer
satisfaction.
The role holder is accountable for the service delivery of the Client Operations Support function in accordance
to all relevant HSBC's policies, procedures and guidelines and ensures consistent application across the full
suite of products and services offered to CMB across customer segments. The role holder will achieve
deliverables, both personally and through team members and relevant stakeholders in cognizance of the
associated legal, compliance, regulatory and reputational risks and absolute efficiency of the control
measures to eliminate/mitigate all such risks while optimally managing positive customer experience.
The role holder will liaise directly with customers to proactively manage all general customer queries, requests
and complaints promptly, efficiently and in a professional manner. Where required, the role holder will support
and facilitate Relationship Managers operating out of multiple geographic units to address and follow up on
general enquiries, complaints and requests from customers.
The Client Services Team ensures full delivery of all operational aspects of the customer servicing
relationship across customer segments including but not limited to banking tools / statements / issuance of
bank related letters (audit confirmation, amendments, no liability letters etc.) / compliance related alerts (if
applicable) are handled and resolved promptly, efficiently and effectively in accordance to set procedures,
processes, SLAs and relevant KPIs.
HSBC is committed to implement Global Standards consistently across its geographical footprint and the full
spectrum of its business and functional activities. The role holder will proactively support implementation and
on-going adherence to the highest/most effective standards prescribed for his/her functional remit. The role
holder will work closely with the HBEG Global Standards lead and other stakeholders to successfully embed
enterprise wide compliance culture as an integral element of HSBC's operating model.

Impact on the Business

• Accountable to deliver exceptional customer experience to both
  existing and prospective customers on general banking related queries
  and requests
• Ensure that all general complaints received are managed effectively,
  efficiently; in full compliance with the Complaints FIM and in line with
  Treating Customers Fairly (TCF) principles
• Contribute towards the achievement of all relevant aspects of the
  annual operating plan including the revenue targets (where applicable),
  with specific emphasis on identification, monitoring and mitigation of
  operational risks
• Work towards continuous improvement in efficiency and productivity
•  Adopt and ensure effective utilization of all tools and systems provided

 by the bank to assist in risk management and service delivery with
on-going efforts to eliminate manual processing steps

• Accurately identify and meet both internal and external customer
  needs, delivering consistent and outstanding customer service at all
  times
• Be risk conscious and effectively manage legal, compliance,
  operational, regulatory and reputational risks associated with the
  Commercial Banking business
• Ensure actions and behavior are in accordance to HSBC values at all
  times
• Be open and connected with colleagues across all departments and
  functions including Service Delivery to ensure joint up approach to
  meeting customer needs
• Ensure full delivery of all operational aspects including but not limited
  to banking tools / statements / Bank related letters (issuance of audit
  confirmation, amendments, no liability letters etc.) compliance related
  alerts (if applicable) are handled and resolved promptly, efficiently and
  effectively in accordance to SLAs and relevant KPIs

Customers / Stakeholders

• Ensure timely and reliable provision of defined support to Relationship
  Managers across the Client Services disciplines across all business
  segments
• Manage high level of constructive engagement with all relevant
  stakeholders e.g CMO Credit Operations, Product Partners, MER,
  Service Delivery, Compliance, Legal, Audit, ORIC, BRCM, Regional
  Portfolio Management etc. to ensure joint up delivery of best in class
  customer experience to both existing and prospective customers
• Improve customer satisfaction and engagement
• Ensure 'Treating Customers Fairly' (TCF) and consider fairness in all
  aspects of delivering customer service
• Maintaining excellent communication with colleagues to ensure a
  joined up approach to identifying cross border opportunities to best
  meet customer needs
• Take personal ownership and responsibility in managing customer
  experience and total relationship with HSBC

Leadership & Teamwork

• Act as a point of reference and support for internal stakeholders
• Work collaboratively across functions/departments as appropriate to
  ensure timely execution and resolution of all general support activities
• Work in partnership with colleagues across the HSBC network to
  deliver exceptional standards and quality of service
• Contribute towards an integrated Commercial Banking Operations
• Motivate and inspire team members to achieve the Group strategy and
  business objectives
• Share knowledge,experience and best practices within and outside of
  immediate team
• Support on-going changes to enhance operational efficiency and
• Take ownership towards personal development plans and ensure all
  mandatory training activities are completed on time
• Live the Group Values

Operational Effectiveness & Control

• Manage and effectively adhere to all relevant risk, operational
  processes and procedures
•  Adherence to structures and processes in place for the management
  of operational, reputation and regulatory risks
• Ensure operational quality is not compromised in pursuit of revenue and profitability targets
• Respond within agreed timelines to issues raised by audit and
  regulators
• Ensure timely and accurate maintenance of customer information,
  including KYC requirements in Group systems
• Resolve any/all identified issues promptly, and escalate concerns to
  Team Leader - Client Operations Support as appropriate to ensure
  timely awareness of any material concerns
•  Maintain and observe all HSBC control standards, implement and
  observe the Group Compliance Policy, including the timely
  implementation of recommendations made by internal/external
  auditors and regulators
• Maintain awareness of operational risk across segments and minimize
  the likelihood of it occurring including identification, assessment,
  mitigation, control and reporting of risks (if any)
• Protect sensitive customer and bank information by ensuring
  documents, computers, files, and all confidential matters are
  appropriately handled in accordance to defined policies

Major Challenges

• Managing customer service and operational risks during a time of significant and strategic changes as
  operational reviews and global transformation are in motion
• Maintaining skill levels across multiple complex disciplines/processes/work streams to meet growing service
  demands
• Ability to ensure 100% compliance to global standards, compliance and regulatory requirements without
  comprising on customer experience
• Ability to operate effectively and efficiently under a high performance and professional environment
• Exceed customer expectations in the delivery of products and services
• Ability to multi-task and work under pressure with a sense of urgency to meet and exceed service demands

Role Context

The Client Services Team ensures full delivery of all operational aspects of the customer servicing
relationship across customer segments including but not limited to banking tools / statements / issuance of
bank related letters (audit confirmation, amendments, no liability letters etc.) compliance related alerts (if
applicable) are handled and resolved promptly, efficiently and effectively in accordance to set procedures,
processes, SLAs and relevant KPIs.
Client Management is a result of strategic reorganization of Commercial Banking frontline and will attract
significant senior management attention in terms of efficacy of deployment and the anticipated
efficiencies/advantages of the model. The role holder is expected to demonstrate high level of leadership and
management sophistication to successfully embed in the CMO Client Operations Support team into the wider
CMB structure whilst ensuring robust delivery of the functional mandate.

Management of Risk

• The role holder will ensure fair treatment of our customers is at the heart of everything we do, both
  personally and as an organization. This will be achieved by consistently displaying the behaviours
  required to support the 'Best Place to Bank', 'Make Better Products, Sell Them Properly and Keep
  Them Sold' principles
• The role holder will also continually reassess the operational risks associated with the role and
  inherent to the business, taking into account changing economic or market conditions, legal and
  regulatory requirements, operating procedures and practices, management restructuring and the
  impact of new technologies. This will be achieved by ensuring all actions take account of the
  likelihood of operational risk occurring and addresses any areas of concern in conjunction with line
  management and/or the appropriate department
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all
  confidential matters are appropriately handled in accordance to defined policies
• Ensure all relevant documentation are appropriately completed, approved and stored to provide
  performance tracking, targeted future sales efforts and compliance with transactional suitability guidelines
  and requirements
• Contribute to ensure all relevant DIMs and process manuals are up to date at all time

Observation of Internal Controls

• The role holder will also adhere to and be able to demonstrate adherence to internal controls. This will
  be achieved by adherence to all relevant procedures, keeping appropriate records and where
  appropriate, by the timely implementation of internal and external audit points, including issues raised
  by regulators
• The role holder will implement the Group Compliance Policy by containing Compliance risk in liaison with
  Compliance. The term 'compliance' embraces all relevant financial services laws, rules and codes with
  which the business has to comply
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance
  department about new business initiatives at the earliest opportunity

Knowledge & Experience / Qualifications

• Proven ability, with a successful record of accomplishment in risk, operational and regulatory management
• Relevant commercial customer management experience
• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiation skills in dealing with internal and external customers
• Experience of working in a regulated environment
• Ability to multi-task, work within tight timelines and under pressure
• Sound knowledge and experience on Banking Operations is highly desirable
• Team player and enthusiastic personality with a drive to succeed
• Commercial acumen / prior customer service experience would be an added advantage

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.