SMEs play a significant role in driving the economic health of most markets around the world and represent the vast majority of businesses in any economy. As the world continues to become more connected, SMEs will increasingly become international and we know that international customers are more profitable and that HSBC is better placed to meet their needs than for purely domestic customers. Accordingly, we have a clear strategy for Business Banking to be the International SME Bank.
The jobholder is expected to retain and grow customer portfolio within Business Banking profitably, by identifying customer needs first and then recommending appropriate solutions for the customer to consider and accept. The job holder will service and operate exclusively via direct channels.
The job holder's portfolio will consist largely domestic relationships in the area and the role will involve managing all aspects of the relationship including inherent, credit and operational risks.
Principal Accountabilities: Key activities and decision making areas
Impact on the Business
Act as Direct Relationship Manager by offering value-added advice to customers and placing their needs at the forefront of all that we do, setting world class standards.
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 so they are able to resolve and service the customer in a timely manner.
Keep abreast of external factors influencing international and domestic business e.g. economic, cultural, geographical, procedural and regulatory requirements.
Service the customer, increasing profitability whilst minimising risk.
Generate cross segment referrals, introducing colleagues from other product areas and other group entities as appropriate to develop solutions that meet the needs of the customer.
Work with product partners (such as PCM, Trade, Insurance) to assess needs of international and domestic customers and offer appropriate solutions.
Customers / Stakeholders
Put customers first in all that we do and develop/increase connectivity.
Own immediate reactive customer engagement; ensure service excellence at all times, for all aspects of any customer, prospect or professional's interaction with HSBC.
Optimise the potential value and profitability of existing relationships by assisting in the immediate delivery of appropriate 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 business community.
Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service.
Ensure fairness in all aspects of delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
Establish an interactive dialogue process with Risk Management teams in order to build a sustainable asset growth.
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 Direct team.
Live the Group Values.
Act as an ambassador for the team and contribute fully to its development, effectiveness and success.
Support and coach 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.
Ensure credit and operational quality is not compromised in the pursuit of income
Ensure operational losses and fraud are minimised
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 minimise 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.
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 (The challenges inherent in the role that require a continual test of the role holder's abilities)
Manage and grow existing portfolio of customers.
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 (The environment and operating conditions of the role including the extent of guidance and authority)
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 Portfolio 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 Direct Relationship Managers will need to fully embrace the Group's strategic objective to become the 'Leading International Bank' which builds on our global network, recognising the increasing globalisation 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. Sales must be sensitively matched to appropriate customer needs maintaining service excellence at the centre of all activity.
The jobholder will show genuine conviction in the value that HSBC can bring to customers. Relationship building with existing and prospect customers to assess their needs and offer appropriate solutions, by working closely with relevant internal and external stakeholders.
Management of Risk (Operational Risk / FIM requirements)
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 organisation.
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 (Compliance Policy / FIM requirements)
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 optimising 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:
2 years experience working in a front line or customer service type role
Ability to identifycustomer needs and meeting them through a broad range of products and services.
Good interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating in dealing with customers and colleagues.
Ability to plan and organise.
Good communication skills, including written, verbal, and the ability to deliver compelling presentations.
Knowledge of credit assessment.
Desirable:
Broad knowledge of HSBC's Group capabilities and CMB's proposition and product capabilities.
Good knowledge of the HSBC's Business Banking products and services
