Client Relationship Manegement - Support

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Role Purpose

Credit & Capital Management (C&CM) under CIB are in the process of implementing a new, modern, and consistent E2E operating model.  A key component of this operating model is the introduction of a first line credit management office, the Business Credit Office (BCO)

The BCO function will complete tasks currently owned by multiple actors including Credit Analysis Unit, Credit Analysts, and RMs in the management of the first line credit risk responsibilities including structuring, credit analysis and rating recommendation, client credit monitoring tasks, credit terms and docs negotiation with WCMR and clients acting as a single handoff from a RM to the BCO for all C&L tasks, creating a single control point. The function will be client facing and customer service orientated. 

The BCO Manager provides credit management support to Relationship Managers (RMs) / Coverage and facilitates client review and renewal activities, and is responsible for carrying out customer outreach, research, financial and credit analysis on behalf of the RMs, ensuring exemplary risk management acumen and control standards are embedded within the end-to-end C&L process. In discharging their duties the role holder must ensure a common, reliable, and predictable underwriting and lending process, that protects the business from exposure, whilst responding to clients borrowing needs.  They are also responsible for co-ordination and completion of credit applications or renewals and risk escalation management.  The role holder will report to the BCO Team Lead and will work closely with the Coverage and Transaction Support teams to ensure seamless customer experience and consistency of service for all customers.

The BCO manager will need to be an effective collaborator and skilled stakeholder manager, successfully navigating complex landscape to deliver exceptional outcomes for our customers and stakeholders.

Key Responsibilities 

•    Responsible for the delivery of BCO tasks in line with agreed OKRs, SLAs and KPIs
•    Own the end-to-end Credit & Lending servicing journey, ensuring a seamless and efficient process for customers and internal stakeholders
•    Combine client relationship management with strong risk assessment and management capabilities ensuring the required credit quality & requisite returns on risk
•    Continuously drive improvement in their productivity whilst enhancing client experience.
•    Adopt technology and customer experience improvement initiatives, including alignment to a globally consistent C&L operating model and active participation in training initiatives
•    Participate in deal discussions and meetings with clients or credit risk or the Regional sector team as required 
•    Strong execution and implementation ability in line with business priorities set out by the Business. 
•    Ability to build and maintain strong relationships across the teams, including credibility with both Business and Risk leaders. 
•    Protect the Bank by acting as First Line of Defence and adhering to all controls
•    Maintain HSBC internal control standards, including timely implementation of internal and external audit recomentations, along with addressing any issues raised by external regulators
•    Demonstrates ability to engage in constructive and consistent dialogue with risk partners, in a manner that effectively balances commercial outcomes and risk management 
•    Work with the BCO Team Lead to ensure adequate credit risk management controls are built into the operational process and robust MI is in place to track and measure risk against agreed thresholds

Knowledge and Experience

•    Bachelor’s degree in Business, Finance, or a related field
•    3-6 years corporate lending experience with strong analytical skills and sound credit knowledge 
•    CRE Sector knowledge and experience will be good to have. 
•    Strong understanding of various financing instruments and banking products for Wholesale Banking
•    Strong stakeholder management skills, with the ability to navigate complex situations and drive alignment among senior leaders
•    Strong analytical skills and ability to read legal documents. Prior experience in specialised lending will be considered positive. 
•    Clear understanding of the Group credit risk principles, policies and statutory compliances
•    Strong commercial mindset 
•    Strong communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization

Additional Notes :

Familiarity with AI-enabled tools is an advantage.

 Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India