Client Servicing Support Manager
UAE Nationals Only
Location: HSBC Towers
HSBC is one of the world’s leading banks, with a network covering 67 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.
The role is responsible to ensure that all SLAs and KPIs across the breadth of CMB service spectrum are met and exceeded; translating to effective facilitation of robust financial performance and best in class customer satisfaction.
The role holder will liaise directly with customers to proactively manage all general customer queries, requests and complaints promptly, efficiently and in a professional manner. Where required, the role holder will support and facilitate Relationship Managers operating out of multiple geographic units to address and follow up on general enquiries, complaints and requests from customers.
Duties & Responsibilities:
– Accountable to deliver exceptional customer experience to both existing and prospective
customers on general banking related queries and requests
Ensure that all general complaints received are managed effectively, efficiently; in full
compliance with the Complaints FIM and in line with Treating Customers Fairly (TCF) principles
Adopt and ensure effective utilisation of all tools and systems provided by the bank to assist in
risk management and service delivery with on-going efforts to eliminate manual processing
Be risk conscious and effectively manage legal, compliance, operational, regulatory and
reputational risks associated with the Commercial Banking business
Work collaboratively across functions/departments as appropriate to ensure timely execution
and resolution of all general support activities and Work in partnership with colleagues across
the HSBC network to deliver exceptional standards and quality of service
Ensure operational quality is not compromised in pursuit of revenue and profitability targets
Ensure timely and accurate maintenance of customer information, including KYC requirements
in Group systems
– Resolve any/all identified issues promptly, and escalate concerns to Team Leader – Client
Operations Support as appropriate to ensure timely awareness of any material concerns
Maintain and observe all HSBC control standards, implement and observe the Group
Compliance Policy, including the timely implementation of recommendations made by
internal/external auditors and regulators.
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and
transparent operation of financial markets.
Experience & Qualifications:
• Proven ability, with a successful record of accomplishment in risk, operational and regulatory
Relevant commercial customer management experience
Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and
negotiation skills in dealing with internal and external customers
Experience of working in a regulated environment
Ability to multi-task, work within tight time lines and under pressure
Sound knowledge and experiecne on Banking Operations is highly desirable
Team player and enthusiastic personality with a drive to succeed
Commercial acumen / prior customer service experience would be an added advantage
Commercial Banking (CMB) serves millions of businesses, from small enterprises and mid-market companies to large multinationals, in developed and faster-growing markets around the world. We provide the services and expertise that businesses need to thrive. Commercial Banking has a network that covers three-quarters of global trade flows. We provide businesses with banking services in their home markets and overseas. These include trade and receivables finance, payments and cash management, multi-currency accounts, commercial cards, overdrafts, working capital finance, insurance, term loans and syndicated, leveraged, acquisition and project finance.
For more information visit http://www.hsbc.com/careers/explore-our-business
We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits.
What to expect at HSBC
• The chance to realise your ambitions
Globally connected careers
A strong emphasis on values
Learning and development opportunities
An inclusive, meritocratic cult
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