Job
Description
The jobholder is responsible for delivering a professional and high-quality service to address the needs of TSC clients. Careful analysis and judgment are required to resolve a multitude of inquiries. You will be part of the Client Servicing team led by the Team Leader of regional client services teams and will be one of the named primary points of contact for premium clients to facilitate transaction processing. Your responsibilities include owning the transaction, handling trade inquiries, resolving discrepancies, proactively offering solutions, and building strong relationships with premium clients. You must perform your duties defined in the charter with care, efficiency, and every possible effort to deliver customer delight. Your role also involves maintaining ongoing business and maximizing TSC revenue through proactive client services and maximizing cross-selling opportunities. You are required to have a broad understanding of all TSC products, services, and procedures, as well as the ability to offer tailor-made, professional advice to clients. It is essential to stay abreast of the business environment, regulatory changes, and new service availability to fully capture opportunities to identify cross-selling opportunities. **Principal Responsibilities:** - Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures end-to-end completion of transaction processing. - Ensure transactions do not break down due to missing documents and internal approvals. - Arrange necessary internal approvals and track deferrals to facilitate straight-through processing and minimize transaction breakdowns. - Address customer complaints and ensure effective resolution with high-quality customer service. - Monitor E-helpline, raise/resolve customer queries, and ensure complete resolution up to satisfaction. - Facilitate preparation of forms/documentation for customer onboarding. - Answer incoming customer calls/emails for general and transaction-specific trade inquiries. - Co-coordinate and liaise with MO, Sales, and Product teams for various transaction-related day-to-day activities. - Contribute to process/guidelines roll-out by conducting Team Meetings to ensure effective understanding. - Acquire knowledge, enhance business understanding, support team development, and build an internal knowledge database. - Act as a trusted transaction advisor for clients, building and strengthening close relationships with them. - Arrange regular meetings with clients every quarter to understand their trade requirements. - Monitor exports and local dispatches, ensuring timely dispatch of documents. - Timely reporting of discrepancies and expedite resolution. - Manage trade relationships of select clients. - Promote digital penetration. - Maintain HSBC internal control standards, implement Group Compliance Policy, and minimize operational risk. **Requirements:** - Graduate, Post-Graduate, with 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). - High level of communication/coordination skills to interact with clients and internal departments. - Certification/equivalent qualification required as per the RBI mandated Capacity Building Certification Requirement for Bank. Join HSBC to unlock new job opportunities and experience the possibilities. HSBC is committed to providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Your personal data will be handled in accordance with the Bank's Privacy Statement available on the website.,
