Client Manager – Global Trade Solutions

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC’s Global Trade Solutions (GTS) 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 currently seeking an experienced professional to join this team in the role of Client Manager – Global Trade Solutions.

Principal Accountabilities

The key purpose of this role is to act as a Point of Contact for clients located across Malaysia, providing industry-leading sales and service experience for those customers, that supports end-to-end client business needs. Key responsibilities are for managing, owning the client GTS Relationship and managing the Facility Utilization Rate through handling the transactional needs of assigned clients: in particular reviewing client needs, agreeing with Relationship managers facility type and size, prepare supporting documents for internal workaround to deliver high quality client experience, while maintaining revenue realization to the bank.

In this role you will:

• Build and maintain trusted relationships with clients through regular in-person meetings. Act as a Point of Contact for clients providing industry-leading sales and service experience for those customers, that supports end-to-end client business needs.
• Proactively review portfolio to drive incremental balances while increasing Facility Utilization Rate.
• Lead training sessions by walking through product demonstrations, onboarding new clients (core trade, guarantee, structured trade finance).
• Provide customers with GTS technical advisory and clarification on transactional issues, processes and procedures. Work directly with onshore and offshore Client Services teams where applicable to maximize customer value and outsource non-value add, long dated investigations.
• Generate quality new business opportunities to Trade Sales and Relationship Managers.
• Support the planning and execution of Trade Academy program for clients.
• Adopt global initiatives and practices for GTS that enable globally consistent, yet locally competitive, segmented service experience for dedicated portfolio of clients, and effectively deliver these propositions.
• Partner with GTS Services, Relationship Managers, and other stakeholders to ensure customer issues are addressed and urgent transactions are processed in line with market agreed SLAs.
• Support reduction in cost to serve by increasing clients' digital footprints and driving client query elimination.
• Encourage client adoption of self-serve solutions to enable proactive service.
• Understand clients’ transactional routines, build relationships & identify potential increases in revenue flows to explore.
• Identify service and operational inefficiencies through client feedback and engagement. Accountability for draw-down activities and operational readiness of the transaction/facility. Actively participate in client planning where requested.
• Monitor client experience, client feedback & service quality.