Assistant Manager - Client Service

Hsbc

5 - 6 years

10 - 11 Lacs

chennai

Posted:2 weeks ago| Platform:

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Skills Required

manager client servicing sales operational risk trade finance reconciliation gts customer service transaction processing principal client management

Work Mode

Work from Office

Job Type

Full Time

Job Description

The jobholder is responsible for delivering a professional and high-quality service to address the needs of TSC 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
we'll 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.

Principal 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
Co-coordinate and liaison with MO, Sales and Product teams for various transaction related day to day activities and ensures the maximum output
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

Graduate, Post-Graduate, (Professional qualifications such as MBA, CA preferred)
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)

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