Client Management ID205484

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If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Client Management.
Principal responsibilities
Advisory
- General incoming enquiries and advise clients on HSBC Express Finance products and processes aim to ensure smooth application and fulfiment journey, drive efficiency and create positive client experience
- Provide guidance and support to clients on application on HSBC Express Finance and subsequent journey with lending partner
Application clarifications/enquiries
- Receive and respond to client enquiries(including any lending partner enquiries), liaising with relevent parties to complete the application as appropriate
- Proactive outreach to clients when clarification on transactions is required, or long outstanding application that meet the agreed critiria
Team Support Activities
- To support the product team or authorized partner in generating bespoke reports or insights sharing or feedback
- To support product team or authorized partner to arrange handholding session with newly onboard customers
- To support the product team or authorized partner for case investigation or complaint handling
Requirements
- Managing a team of CS Analysts and Associates, in line with GTRF CS global segmentation model；
- Deliver AMH’s GTRF CS strategy and operating model through a CS team, aligned with the global GTRF CS target operating model;
- Achieve the overall business objective of revenue growth through revenue retention, reduced sales time on service, proactive management of GTRF service performance and increased clients’ usage of self-serve solutions;
- Act as escalation point for team of CS Analysts and Associates he/she is responsible for, and ensure client satisfaction by leading a CS team to render consistently excellent and market leading service;
- Collaborate with Transaction Services, GSD (where applicable), Business Development, Relationship Management and other internal/ external units on service performance, initiatives and issues;
- Collaborate with the Country Head of GTRF CS and Global Head of GTRF CS in driving a culture of long term, high quality needs-based solutions for clients, setting a market leading standard for service and client experience
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
You’ll achieve more when you join HSBC.
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