Client Implementation Manager, Global Trade and

2 months ago

Toronto, Canada HSBC Full time

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Commercial Banking

Our global reach and expertise help domestic and international businesses around the world unlock their potential. Our customers range from small and medium-sized firms focused primarily on their domestic markets, through to large companies operating globally. Our services include working capital, term loans, payment services and international trade facilitation.

About the role:

- Manages complex implementations (multi-products) and contact points to ensure the successful client implementation of GTRF solutions. To ensure products and services are delivered in a coordinated and timely manner to realize revenue
- Co-ordinate with stakeholders (including and not withstanding RMs, Product, Sales Managers, Client Service teams, Compliance etc.) to deliver the solutions within the earliest possible time, enhance productivity and sustain high quality client-centric service culture
- Project manages the Customer Implementation in line with quality and time and achieve highest level of customer satisfaction as result

**Responsibilities**:

- Develop project plan, create and maintain support documentation and ensure implementation occurs in line with time, budget and quality expectations
- Ensure Credit/Risk recommendations, KYC (Know Your Customer) Procedures and other GTRF (Global Trade and Receivable Finance) Procedures Guidelines / Manuals are implemented and adhered to
- Supports Sales and RMs (when required) during the bidding process
- Develop a close relationship with customer throughout the pre, mid and post implementation stages
- Ensures successful transition of customer transactions to HSBC as per the agreed solution implemented by monitoring revenues against EBV
- Drive the delivery of a customer-centric, relationship building approach to ensure service excellence
- Drive up customer satisfaction and oversee the delivery of a positive customer experience by effectively meeting and exceeding expectations.
- Ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviors required to support the Best Place to Bank principles of Make Better Products
- 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.
- Risk Management is a key component of Trade business; from credit to operational aspects, job holder must assure that we are strictly following Group rules and standards.
- 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 term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. Job holder must assure that all transactions follow Group Compliance guidance, particularly related to KYC (Know Your Customer) aspects, which together with RMs must be in place and update for GTRF (Global Trade and Receivable Finance) matters
- 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

Requirements
- 5+ years’ experience working within global trade finance, services and/or products
- Knowledge of Project Management methodologies
- Knowledge of GTRF back and front office area
- Knowledge of Open Account (Receivables Finance, Supply Chain)
- Knowledge of Credit & Risk including techniques to mitigate risk
- Detailed knowledge of HSBCnet, Client onboarding procedures
- Broad knowledge of HSBC Group companies and product ranges
- Bachelor’s Degree
- Trade related industry qualifications
- Experience in client implementations, ability to influence people, problem solving, highly organised, self-motivated.
- Strong interpersonal, communications skills
- Good organisational skills with an ability to effectively prioritise and meet critical deadline
- Strong commercial orientation combined with a customer driven approach

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