Relationship Manager, Business Direct : 00008PMW

Employment Type: Fixed-Term

The jobholder is expected to acquire, retain and expand relationships with customers we want to bank within Business Banking profitably, by identifying customer needs first and then recommending appropriate solutions for the customer to consider and accept.

The jobholder’s portfolio will consist of both domestic and international relationships and the role will involve managing all aspects of the relationship including the inherent credit and operational risks. The jobholder will be responsible for establishing a strong, visible profile within the business area and focusing on the delivery of the Bank’s capabilities within Business Banking.

Impact on the Business

• Act as Relationship Manager by offering value-added advice and guidance to customers and placing their needs at the forefront of all that we do, setting world class standards
• Grow sustainable revenues from existing* customer portfolio and through targeted acquisition of quality new* customers
• Structure credit facilities to ensure optimum balance between customer and HSBC interests within the bounds of prudent banking
• Proactively develop effective strategies to manage relationships, both existing and new, by anticipating customer needs and providing superior quality services resulting in increased wallet share.
• Keep up-to-date on knowledge of HSBC’s international and domestic strategy, capabilities and policies.
• Keep abreast of external factors influencing international and domestic business e.g. economic, cultural, geographical, procedural and regulatory requirements.
• Align to MTO and Area Operating Targets defined by the Group
• Increase profitability, relationship depth while minimizing risk.
• Generate cross country referrals facilitated via Global Links and local or overseas IBC, whichever appropriate.
• Work with product partners (such as PCM, Trade, Insurance) to assess needs of international and domestic customers and offer appropriate solutions.
• Align to MTO and Area Operating Targets defined by the Group (Revenue, RWA, RoRWA).
• Build a network of business introducers in the local professional and business community

Customers / Stakeholders

• Put customers first in all that we do and develop/increase connectivity
• Own customer engagement; ensure service excellence at all times, for all aspects of any customer, prospect or professional’s interaction with HSBC.
• Optimize the potential value and profitability of existing relationships by assisting in the delivery of solutions, products and services appropriate to meet customer need and to improve customer engagement.
• Be an ambassador for HSBC and develop the bank’s profile in the local business community.
• Take a proactive approach to client planning collaborating effectively with products partners and colleagues to assess customer needs and delivering appropriate solutions.
• Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service.
• Ensure fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Establish an effective dialogue/ working relationship with Risk Management teams in order to build a sustainable asset growth.
• Participate in internal and external business events, road shows and seminars as required by the business
• Enhance the Bank’s image in the marketplace to build key relationships with third parties , and in conjunction with management, establish strong relationships with HSBC customers/prospects and accountants/lawyers, Trade Advisors etc
• Ensure early identification of problem relationships and proper action to be taken on potential and existing problem accounts to protect HSBC interests

Leadership & Teamwork

• Work as an integrated member of the Business Banking team.
• Lead, inspire and motivate junior colleagues to ensure a seamless relationship management service is delivered all customers and proactively share knowledge, experiences and best practices with junior RMs.
• Live the Group Values.
• Act as an ambassador for the team and contribute fully to its development, effectiveness and success.
• Support new and existing colleagues promoting and contributing to an engagement culture.
• Coach and provide development support to other RMs and support officers, taking a genuine interest in their progression.
• Maintain excellent communication with Group colleagues to ensure a joined up approach to identifying and capturing cross border opportunities.
• Provide active feedback to seniors on process, operations, risks etc and make recommendation as to how these can be changed to secure the customer and the bank.
• Promote an environment that supports diversity and reflects the HSBC brand

Operational Effectiveness & Control

• Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.
• Complete, timely, and in-depth evaluations or reviews of financial and operating risks for all credit facilities, in order to ensure usage is in accordance with approved terms and conditions.
• Ensure credit and operational quality is not compromised in the pursuit of income
• Ensure operational losses and fraud are minimized
• Respond within agreed timelines to issues raised by audit and external 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 management as appropriate to ensure timely awareness of any material concerns.
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain awareness of operational risk within assigned portfolio and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Ensure all sales and prospecting activity documentation is complete to provide performance tracking and targeting future sales efforts.
• Liaise with direct service channels if/when appropriate to certify and deliver an outstanding service to customers.
• Compliance with and management of sales suitability risks and requirements
• Ensure all completed sales and prospecting activity documentation is appropriately completed, approved and stored to provide performance tracking, targeted future sales efforts and compliance with sales and transactional suitability guidelines and requirements
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Major Challenges

• Operate effectively and efficiently under pressure and time constraints.
• Manage and grow existing portfolio of customers whilst seeking to drive new business.
• Seek to exceed customer expectations in delivery of products & services.
• Achieve RoRWA and RoE in line with Group guidelines while effectively managing credit and other risks.
• Constantly evaluate customer banking practices and trends in the market with a focus on complex requirements of international and internationally aspirant customers and prospects

Role Context

• CMB is at the heart of the Group’s strategy to be the Leading International Bank. Within this framework CMB is positioned as the Leading International Trade and Business Bank. Business Banking will increasingly be driven with a clear international orientation, achieving a superior return and growth rate from international SMEs.
• Against an increasingly competitive backdrop, the Business Banking segment of CMB seeks to grow Net Income, through the acquisition of quality customers, the retention of quality customers and by improving the average return and profitability of the portfolio.
• All Business Banking Relationship Managers will need to fully embrace the Group’s strategic objective to become the ‘Leading International Bank’ which builds on our global network, recognizing the increasing globalization of the world’s economy and the increased value of international customers. With ever increasing competitive pressure, and the need to drive income growth consistently, there is a need to show resolute strength in transacting high quality business. Solutions must be sensitively matched to appropriate customer needs maintaining service excellence at the center of all activity.
• The jobholder will proactively look for new to Bank high value prospect customers, showing genuine conviction in the value that HSBC can bring to those customers. Relationship building with existing and prospect customers to advance sales opportunities locally and globally, achieved by working closely with relevant internal and external stakeholders.

Management of Risk

• Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Additionally they will ensure they effectively manage sales suitability, money laundering, counter terrorist financing, fraud, and reputational risk.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• The jobholder 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 external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. 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. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.
• The jobholder will use Balance Sheet effectively to support high value international prospects agenda and key opportunities within extant customer base. At the same time agree and control lending in accordance with appropriate HSBC Credit Policy.

Qualifications

Essential:

• Total experience of 4-5 years of which min. of 2 years in managing commercial relationships
• Knowledge of the HSBC’s Business Banking products and services.
• Proven ability in identifying and meeting customer needs through a broad range of products and services.
• Proven analytical ability, with experience of credit or relationship management within the BB sector.
• Proven level of business acumen and commercial awareness including economic, cultural, procedural and regulatory issues.
• Shifts will be either 6am to 2pm or 7am to 3pm

Desirable:

• Broad knowledge of HSBC’s Group capabilities and CMB’s proposition and product capabilities.
• Good understanding of the local and international ‘Commercial’ environment, with a passion for understanding a broad range of industries and businesses and a determination to keep this knowledge updated.
• Proven ability to innovate and deliver creative and flexible customer solutions.
• Ability to differentiate from the competition through the delivery of a responsive and proactive relationship management service and to engage with clients at both a strategic and transactional level.
• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating in dealing with customers and colleagues.
• Ability to effectively plan and organise, with tenacity to drive through results.
• Entrepreneurial and innovative with a flair for solving problems.
• Excellent communication skills, including written, verbal, and the ability to deliver compelling presentations

Job Field : Commercial Banking
Primary Location : North America-Canada-British Columbia-Burnaby
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 24-Jan-2017, 18:59:45 Unposting Date : 03-Feb-2017, 02:59:00