Relationship Service Manager

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Business Descriptor
Credit & Capital Management (C&CM) under CIB are in the process of implementing a new, modern, and consistent E2E operating model. A key component of this operating model is the introduction of a first line credit management office, the Business Credit Office (BCO)
The BCO function will complete tasks currently owned by multiple actors including Credit Analysis Unit, Credit Analysts, and RMs in the management of the first line credit risk responsibilities including structuring, credit analysis and rating recommendation, client credit monitoring tasks, credit terms and docs negotiation with WCMR and clients acting as a single handoff from a RM to the BCO for all C&L tasks, creating a single control point. The function will be client facing and customer service orientated.
The BCO Manager provides credit management support to Relationship Managers (RMs) / Coverage and facilitates client review and renewal activities, and is responsible for carrying out customer outreach, research, financial and credit analysis on behalf of the RMs, ensuring exemplary risk management acumen and control standards are embedded within the end-to-end C&L process. In discharging their duties the role holder must ensure a common, reliable, and predictable underwriting and lending process, that protects the business from exposure, whilst responding to clients borrowing needs. They are also responsible for co-ordination and completion of credit applications or renewals and risk escalation management. The role holder will report to the BCO Team Lead and will work closely with the Coverage and Transaction Support teams to ensure seamless customer experience and consistency of service for all customers.
The BCO manager will need to be an effective collaborator and skilled stakeholder manager, successfully navigating complex landscape to deliver exceptional outcomes for our customers and stakeholders.
Key Responsibilities
Responsible for the delivery of BCO tasks in line with agreed OKRs, SLAs and KPIs
Own the end-to-end Credit & Lending servicing journey, ensuring a seamless and efficient process for customers and internal stakeholders
Combine client relationship management with strong risk assessment and management capabilities ensuring the required credit quality & requisite returns on risk
Continuously drive improvement in their productivity whilst enhancing client experience.
Adopt technology and customer experience improvement initiatives, including alignment to a globally consistent C&L operating model and active participation in training initiatives
Participate in deal discussions and meetings with clients or credit risk as required
Strong execution and implementation ability.
Ability to build and maintain strong relationships across the teams, including credibility with both Business and Risk leaders.
Protect the Bank by acting as First Line of Defence and adhering to all controls
Maintain HSBC internal control standards, including timely implementation of internal and external audit recomentations, along with addressing any issues raised by external regulators
Demonstrates ability to engage in constructive and consistent dialogue with risk partners, in a manner that effectively balances commercial outcomes and risk management
Work with the BCO Team Lead to ensure adequate credit risk management controls are built into the operational process and robust MI is in place to track and measure risk against agreed thresholds
Knowledge and Experience
Bachelor’s degree in Business, Finance, or a related field
5-8 years corporate lending experience with strong analytical skills and sound credit knowledge
Strong understanding of various financing instruments and banking products for Wholesale Banking
Strong stakeholder management skills, with the ability to navigate complex situations and drive alignment among senior leaders
Clear understanding of the Group credit risk principles, policies and statutory compliances
Strong commercial mindset
Strong communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization
Note
As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.
Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.
Pro-tip : Familiarity with AI-enabled tools is an advantage.
Useful Link
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India
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Work arrangement
No