Job Description
Client Service Manager
The jobholder is responsible for delivering a professional and high-quality service to address the needs of GTS clients, who, given their significance to HSBC, demand an exclusive service. Careful analysis and judgment are required to resolve a multitude of enquiries.
The jobholder will be part of Client Servicing team led by Team Leader of regional client services teams and will be one of the named primary point of contacts for premium clients to facilitate the transaction processing. The job holder must own the transaction,
handle Trade enquiries, resolve the discrepancies, proactively offer solutions and build strong relationships with premium clients. The jobholder must perform his duties defined in the charter with care, efficiency and every possible effort to deliver ‘customer delight’.
The jobholder is also required to maintain ongoing business and maximize TSC revenue through proactive client services and maximizing the cross-selling opportunities. The position requires a broad understanding of all TSC products, services and procedures as
well as an ability to offer tailor-made, professional advice to clients. The jobholder should always be kept abreast of the business environment, regulatory changes and new service availability to fully capture the opportunity to identify cross-selling opportunities.
Key Responsibilities
Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end to end completion of transaction processing.
Ensure transaction does not break down for want of any document and internal approval.
Arrange necessary internal approvals and tracking deferrals to facilitate the straight through processing and minimize the breaking down of transactions
Address customer complaints and ensuring their effective resolution with high-quality customer service and appropriate flexibility, balancing the client relationship and business costs.
Monitor E-helpline and raise / resolve customer queries, assigning them to relevant teams and ensuring complete resolution upto satisfaction.
Facilitate preparation of forms/documentation for customers for client on-boarding.
Answer incoming customer calls/emails for general and transaction-specific trade enquiries.
Conduct proactive call backs to customer for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies etc.
Follow up with clients, group offices, MO, Sales and various authorities. E.g. Follow up of PO / Export advance payments / Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS & IDPMS Reconciliation, Unaccepted import collection bills, disposal instructions for export proceeds, for payment follow ups with overseas group offices etc.
Co-coordinate and liaison with MO, Sales and Product teams for various transaction related day to day activities and ensures the maximum output.
Contribute in process / guidelines roll-out by way of Team Meetings to ensure effective understanding of the process and guidelines
Acquire knowledge and enhance business understanding, thereby support the development of a cohesive team and building an internal knowledge database
Act as trusted transaction advisor for clients, building and strengthening close relationships with these clients. When appropriate, accompanies Client Managers on customer visits.
Arrange regularly meeting with clients every quarter and understanding their trade requirements.
Monitoring Exports and local dispatches and ensuring documents are dispatched on time.
Timely reporting of discrepancies and expedite resolution for the same.
Managing the trade relationships of select clients.
Promote Digital penetration
Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.
Requirements & Experience
5-6 years of operations & client servicing experience.
Good understanding of trade finance, ICC rules, FEMA & RBI guidelines (preferably CDCS).
A high level of communication/coordination skill is also required as the jobholder must interact with both clients and internal departments (i.e. Client Management)
Qualifications
Graduate, Post-Graduate, (Professional qualifications such as MBA, CA preferred)