Job description

CLIENT SUCCESS MANAGER (MANDARIN SPEAKER) – GLOBAL TRADE SOLUTIONS – 0000KZ3X

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.
HSBC Global Trade Solutions is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions for Commercial (CMB) and Global Banking & Markets (GBM) clients. It has been repeatedly recognised by the industry’s most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end client solutions.
We are currently seeking an ambitious person to be part of HSBC within the Global Trade Solutions (GTS) Team who will be responsible for smooth execution of the day-to-day activities of Global Trade Solutions. This is a client-facing role and the central point of contact for all client transactional needs and service solutions for the assigned client portfolio.

IN THIS ROLE, YOU WILL:

• Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client’s trade business across the Group
• Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)
• Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business
• Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTS performance and increased clients’ usage of self-service solutions
• Provide transactional trade advice to assigned clients, BDMs and RMs, and provide input to account planning
• Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours
• Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC
  Requirements

TO BE SUCCESSFUL IN THE ROLE, YOU SHOULD MEET THE FOLLOWING REQUIREMENTS:

• Proficient in both Mandarin and English
• Strong knowledge in Global Trade Products/Solutions
• CITF certification (or another relevant trade qualification) is highly desirable
• Ability to demonstrate strong commitment to service excellence and client relationship management skills in current role
• Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities
• Be able to think through, problem solve, prioritize, and handle difficult situations with pragmatism, common sense and empathy
• Demonstrable experience of challenging the status quo, processes and operations in order to deliver an enhanced client experience
• Able to deliver difficult messages and remain calm under pressure
• Strong influencing and negotiation skills with excellent written and oral presentation skills
• Graduation degree is a must – to secure a UAE Visa and Work Permit
  For further details and application information please visit our careers site, searching under reference number 0000KZ3X.
  You’ll achieve more at HSBC.
  HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
  Issued by The Hong Kong and Shanghai Banking Corporation Limited.