Role Title: Relationship Manager Business: CMB New or Existing Role? New Grade: GCB5 Locations: Egypt Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets Role Purpose Driving new business and generating growth of assigned portfolio of large and mid-size corporates and working closely with Division Head in implementing account plans and new strategies. Attracting & Starting new to HSBC relationships with quality businesses and developing a deep understanding of the needs of both prospects & existing customers as well as identify incremental sales opportunities. Managing all aspects, including the inherent credit and operational risks, of a portfolio of Corporate customer relationships to grow and maximize revenue, and increase wallet share and improve ROE Improve the quality of the portfolio through regular monitoring of the relationship and assessment of the risks. Development and execution of relationship strategy, calling plan and HSBC Bank Egypt S. A. E. (HBEG) sales/product goals based on clients' needs and opportunities. Proactively drive forward product solutions on the basis of client's new business needs and requirements. Assist in coaching, developing and mentoring ARMs as well as support team to exceed service and sales targets, enhancing revenue and delivering a first class service to clients. Managing targets, driving improvements, and importantly controlling risk management and adherence to policies and regulatory requirements. Prepare & supervise all management reports relating to credit approvals, excesses, extensions and other housekeeping tasks.
Key Accountabilities Impact on the Business Maximize revenue and customer value from a portfolio of relationships and contribute directly to department target, both stipulated in Strategic Plan and AOP, in profit growth , credit quality etc Optimize and grow the current and potential future value of a portfolio of high value commercial customers Typical Targets and Measures Coordinate with team to achieve targets set and identify potential business opportunities for portfolio expansion Assist Division Head in the formulation and implementation of long and short-term strategic plans and objectives to increase market share/penetration and maximize opportunities for revenue growth Undertake/assist in the appropriate analysis and preparation of client value and customer strategic plans utilizing Client Vision, proposals, presentation and pitches for new solutions, products and services Analyze client wallet sizing and ensure that there is an ongoing client contact and sales strategy for every client and prospective client in the portfolio In conjunction with product partners, identify and materialize potential business opportunities in existing portfolio Establish relationships with new clients and maintain a high-level contact with existing clients to identify new sales opportunities. Management of RWAs and ROE of the portfolio within guidelines and using all available tools provided Conduct annual reviews, renewals, temporary extensions, and waivers and amendments Recommend lending facilities within the bank’s guidelines and procedures Recognize early warning signs and closely monitor clients to anticipate changes in risk rating. Proactively identify issues and restructure relationships to mitigate potential future risk. Understand the latest developments in customer’s industry, global trade environment and international financial industry and proactively advise customers for inherent financial service needs.
Encourage referrals from both existing customers and a wide range of professional contacts Customers / Stakeholders Maximise cross-selling in a wide range of products including treasury, capital markets, personal, insurance, investments, private banking, etc. Deliver an excellent customer experience Typical Targets and Measures Maintain product expertise and regularly update product knowledge, work closely with Product Team in crafting tailor-made solutions according to customers’ needs. Work closely with customers to build and nurture relationships, developing rapport and enhancing channels of communication. Provide product specialists with qualified referrals for cross-selling and assist in closing deals across all products Own the customer experience and ensure service excellence at all times, for all aspects of any customer or prospect’s interaction with HSBC. Evaluate the customer’s needs and present a range of solutions that are informative and meet their expectations. Work closely with Operation Team to resolve service issues and ensure quality service delivery to customers. Build close working relationships with internal product partners (such as GB, PFS, GPB, GTB, CRM, HR, OPS, FIN, LGA & Compliance, Audit) Recognize early warning signs and closely monitor clients to anticipate changes in risk rating while identifying relationship restructure to mitigate potential future risk.
Leadership & Teamwork Lead and manage the client relationship as a Global Relationship Manager. Lead, inspire and motivate junior colleagues to ensure a seamless relationship management service is delivered. Provide active feedback to seniors on process, operations, risks etc. , and make recommendation as to how these can be changed to secure the customer and the bank. Enhance the Bank’s image in the marketplace to build key relationships with third parties. Live the Group values Act as an ambassador for the team and contribute fully to its development, effectiveness and success. Support new and existing colleagues promoting and contributing to an engagement culture. Coach and provide development support to other RMs and support officers, taking a genuine interest in their progression Operational Effectiveness & Control Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk. Complete, timely, and in-depth evaluations or reviews of financial and operating risks for all credit facilities, in order to ensure usage is in accordance with approved terms and conditions. Ensure credit and operational quality is not compromised in the pursuit of income Ensure operational losses and fraud are minimized Respond within agreed timelines to issues raised by audit and external regulators. Ensure timely and accurate maintenance of customer information, including KYC requirements, in Group systems including HORIS and Client Vision. Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns. Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Maintain awareness of operational risk within assigned portfolio and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting. Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. Ensure all sales and prospecting activity documentation is complete to provide performance tracking and targeting future sales efforts. Compliance with and management of sales suitability risks and requirements Ensure all completed sales and prospecting activity documentation is appropriately completed, approved and stored to provide performance tracking, targeted future sales efforts and compliance with sales and transactional suitability guidelines and requirements Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities) Managing the balance between credit risk management and good customer relationship Operating in a market which is characterized by limited disclosure ,untested legal environment and often lose corporate governance Strong competition from local, regional and international banks. Dealing with multiple product providers across different Group entities and geographies Managing difficult customers/ situations and ensuring high level of customer service Taking ownership of the queries raised by customers/ Division Head, ensuring that the queries are resolved within the shortest possible time frame. Proactively identifying, promoting and increasing cross selling opportunities, particularly with respect to selling the e-products of the bank.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority) As the job holder is responsible for assisting the Division Head in managing a portfolio of relationships with diverse business nature, varying financial services needs and credit risks, the job holder must have good knowledge in business operations and banking services. He/she must have adequate social & communication skills to speak and work with business owners and CFOs/financial managers. Cross selling & cross border servicing requirements are expected. The SRM must maintain a thorough understanding in customer’s business requirements and HSBC Group’s international capabilities.
Management of Risk Ensure operational risk across assigned relationships is minimized through strong account management standards. Ensure compliance and legal/regulatory requirements are met.
Observation of Internal Controls (Compliance Policy / FIM requirements) Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Observance and implementation of relevant CRM, audit, compliance and operational risk requirements. Maintain a close relationship with Compliance regarding sanctioned countries.
Role Dimensions (e. g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000) Build new business and convert external opportunities maximizing both volumes and revenue and achieving an optimal customer experience in the process Sell complex solutions and develop in-depth understanding of customer needs and take a holistic and strategic view of the customers business. Work closely with product providers to increase cross selling opportunities and develop high quality credit solutions which are practical and appropriate for customers. Liaison with Risk for all credit-related issues and ensure timely updates on client, industry and market performance, particularly in connection with any signs of potential deterioration or developments requiring attention. Ensure timely updates of team metrics including cross sales, revenue performance, capital utilization and others that may arise from time to time. Support junior members of the team, coaching them on the development of relationships, service quality and risk.
Act as deputy Division Head when required Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role. ) KNOWLEDGE Strong knowledge of Commercial Banking credit assessment and business development Strong knowledge of the Bank’s structures, products and services. Understanding of risk management and credit mitigates and strong credit knowledge. Broad understanding of the competitive, legal and regulatory landscape, with a detailed knowledge of competitor propositions/ activity Knowledge and understanding of the changing economic, social and governmental environment and industries/sectors. Strong knowledge of the full range of Transactional / Corporate Banking products, including: Treasury, Cash Management, Trade Finance, Deposits and Money Market facilities. Decent Background knowledge of structured banking transactions, IPOs, leveraged finance, syndicated loans, private placements, bonds and securitizations and global capital markets.
Experience Work experience in corporate banking, debt capital markets, corporate finance or other bank credit related capacity. Proven track record in a corporate client focused environment and an ability to anticipate clients’ needs and tailor service delivery to them. Proven ability in identifying and meeting customer needs through a broad range of products and services. Proven analytical ability, with experience of credit or relationship management within the commercial sector. Proven ability to innovate and deliver creative and flexible customer solutions Proven ability to work with and present to senior management of our clients. Proven record in decision making. International work experience desirable Skills Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating in dealing with customers and colleagues Ability to manage the competing priorities of deal flows, credit quality and the requirement to drive income. Strong analytical, planning and organizational skills combined with a strong problem solving ability. Good prioritizing, organizational and time management abilities. Strong interpersonal skills and the ability to inspire, influence and negotiate. Adaptable, flexible and willing to implement change. Strong ‘team’ skills. Superior writing and presentation skills.
Job Field: Commercial Banking Primary Location: Middle East-Egypt-Egypt-Cairo Schedule: Full-time Type of Vacancy: Country vacancy Job Posting: 16-Jul-2017, 12:31:54