Trade Finance Client Manager (Nordics)

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Global Trade and Receivables Finance (GTRF) comprises over 4,500 people across more than 60 countries, helping suppliers and buyers with their export and import finance needs. Trade is where HSBC began in 1865, when we financed commerce between Europe, North America and Asia.

We are seeking an experienced individual to join the GTRF Client Management in Nordics.

GTRF serves as a core service provider for Commercial (CMB) and Global Banking & Markets (GBM) clients.

The GTRF Client Manager is a client-facing role and will deliver globally connected, excellent and market leading service to Premium clients, The jobholder is responsible for managing, owning and handling the transactional needs of assigned clients. He/ she

· Delivers Nordics’ GTRF strategy and operating model, aligned with Europe GTRF target operating model;

· Contribute to the overall business objective of revenue growth through revenue retention, reduced sales time on service and onboarding and improve overall KPIs

· Take full ownership of clients’ transactional needs and have the flexibility and scope to draw on wide experience to resolve service issues

· Work closely with Transaction Services, Operations, Business Development Managers (BDM), RMs for transaction fulfilment and excellent service performance

· Advise clients on trade transactional practices & products

· Encourage client adoption of self-serve solutions such HSBCnet to enable proactive servicing

· Understand clients’ transactional routines, build relationships & identify potential opportunities; thus work with BDMs on client strategies to increase utilization

· Conduct client visits, when required and complete regular service reviews; monitor client experience trend and service quality. Report to business for possible service improvements and/or escalations

Role Context

Global Trade & Receivables Finance (GTRF) is a core business for HSBC. The traditional finance of trade cycles and the information contained therein relies heavily on the professional expertise of GTRF Services and on technology. The ability of Services teams to process transactions efficiently and accurately has long been seen as a differentiator in the market.

GTRF Client Manager is a client facing unit within GTRF Services who

Take full ownership of clients’ transactional needs and coordinate between clients, Transaction Services, Business Development, GSC, CMB, GBM & other internal/ external parties for transaction fulfilment and service performance

Advise clients on trade transactional practices & products

Interact with clients to collect client payments & apply risk controls

Encourage client adoption of self-serve solutions to enable proactive service

Understand clients’ transactional routines, build relationships & identifies potential increases in

Revenue flows for Business Development to explore

Monitor client experience, client feedback & service quality

The jobholder reports to the Country Head of GTRF, and will deliver the GTRF model in the Nordics aligned with the CE model for the clients assigned to him/ her. The jobholder has the flexibility and scope to draw on wide experience to resolve service issues and ensure transactional fulfilment in coordination with multiple internal teams (and external parties, where applicable).

Management of Risk (Operational Risk)

The jobholder will ensure the fair treatment of our clients is at the heart of everything we do, both personally and as an organization.

The jobholder will 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.

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)

The jobholder will demonstrate adherence to all applicable internal controls. This will be achieved by adherence to all relevant policies, procedures and standards, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points including issues raised by regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with BRCM and Local Compliance Officer as required. 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 at the earliest opportunity, where required; also by completing all mandatory Risk and Compliance training.

Knowledge & Experience / Qualifications

Ability to communicate fluently both verbally and in written form in English.

Knowledge and experience in GTRF products/ processes and client service is essential

High commitment to service excellence and client relationship management

A passion for serving clients and managing people

2-5 years of experience in GTRF products/ processes and client service

Strong interpersonal, influencing and communication skills

Strong multi-tasking and problem solving skills

Strong relationship-building skills

CITF certification is desirable