Manager-GTRF Services

Role Title: Manager – GTRF Services

Business: Global Trade and Receivable Finance

New or Existing Role? Existing

Grade: GCB5

Locations: Egypt

Role Purpose

Global Trade and Receivable Finance (GTRF) is a core product for the Group across various customer segments, including GBM, CMB, and Private Banking and remains a significant contributor to Group’s revenues, both locally and globally. The job holder is responsible for smooth execution of the day to day activities for the Trade Middle Office Operational teams. The job requires a high degree of understanding in Trade operations in terms of technical knowledge, through understanding of International Chamber of Commerce (ICC) published rules as well as Internal Controls and Group Compliance Policy including FCC and International sanctions etc.

In delivering their responsibilities, they are expected to successfully lead a cohesive team oriented to meet business imperatives. This will include monitoring of workflow, facilitating optimal resource planning in order that we deliver “world class: customer service in accordance with laid down rules and regulations. The job holder will also be responsible for communication of information reports at agreed frequency as well as for timely escalation of issues requiring management intervention.

Key Accountabilities

Impact on Business

Maintain and improve the delivery of “world class” customer service by actively driving operational performance, (meeting PLAs, cost, operational efficiency and operational risks). Monitor performance against plan and take corrective action as required. Manage resources effectively to meet strategic objectives of the business. To ensure “Knowledge retention” in the process by continuously developing and training staff and ensure there is a successful framework of career progression plan in place.

Customers / Stakeholders

Establish an effective working relationship with Risk Management teams, in order to validate the accuracy of the customer risk profile, and ensure sustainable asset growth. Maintain a proactive calling programme to service clients, ensuring senior management and key stakeholders for large corporate clients are contacted regularly. Ensure a quality service for all customers by owning customer engagement, ensuring service excellence at all times, for all aspects of any customer, prospect or professional’s interaction with HSBC Help the customer to draw on the HSBC group network by working closely with other CMB countries and product groups (GTRF, PCM and GBM). Ensure client plans are co-ordinated and Client Service teams are in place with product partners Prepare detailed client plans, where applicable with product partners, annually for all customers in the LC segment recording objectives, plans and call reports within Client Vision which should include detailed Client Profiling, Wallet Sizing, defining Critical Account Objectives (CAOs). Ensure early identification of problem relationships and take action where there are potential and existing problem accounts to protect HSBC interests. Be an ambassador for HSBC and develop the bank’s profile in the local ‘International Business’ community. Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service Ensure fairness in all aspects of strategy, product design & delivery, customer literature & correspondence, financial promotions, administration and complaint handling. Participate in internal and external business events, road shows and seminars as required by the business. Coordinate/participate/pull product partners into the relationship to ensure appropriate coverage by product partners and alignment to agreed account objectives

Typical KPIs and Targets

Meet or Exceed PLAs, drive Operational efficiency reduce operational risk by raising awareness/ sharing best practice, within the Regional Team Support other MO teams when required to ensure we provide the best possible service to our customers Ensuring ROP targets are achieved by exemplary customer services and minimizing near misses and losses Ensure that all staff have and training plans and that they are given time to attend training etc

Customers / Stakeholders

Ensure that the customer is at the heart of everything we do both personally and as an organisation Maintain and improve the delivery of a high quality, high volume processing service by ensuring that the GSC and on shore teams meet all Performance Level Agreements including standards in quality Provide support to other MO teams as directed to meet the wider needs of the TRF business. Maintain excellent relationships with key stake holders such as RMs, Compliance, BRCM, GSC. Meeting or exceeding PLAs, going the extra mile to deliver world class customer service. Provide support to other MO teams Improving trend in both in external customer satisfaction scores and reduction in customer attrition Ensure that all operations are handled in accordance with procedures and that the your team fully understands the operational and financial risks associated with the nature of our business

Leadership & Teamwork

Lead a highly motivated and skilled team, which allows GTRF to meet the business objectives. Foster open communication and teamwork Build and maintain good working relationships with key stakeholder, operate in an open and transparent way being fully accountable for delivering world class customer service. Support Regional initiatives in driving operational change programmes. Have monthly team meetings to discuss performance and have clear documented accountability for follow up actions Develop schemes to support team environment, foster open, honest, and timely communication ensure all team members have monthly documented 1:1s etc. and there are regular team meetings where the team are kept abreast of business performance etc. Active participation and delivery of Regional change programmes

Operational Effectiveness & Control

Operational Risk and Control at GTRF Service Delivery Ensure all policies and guidelines relating to GTRF Operations are adhered to at all times Act as Level 2b reviewer in line with Global Sanctions Screening Procedures Adhere to Compliance / Audit, FCC requirement Operational losses to be below set target, No Reputational / Legal issues, etc Ensure checks and control measures are in place to protect the Group’s financial position, integrity and reputation To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer of Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided fostering a compliance culture and optimizing relations with regulators. Operation risks assessments be carried out annually Set SLAs to be met Market leading position to be maintained Monitor and report near misses and losses Ensure new GTRF products’ procedures are FIM compliant Strict adherence to guidelines and foster an open environment where staff operate with courageous integrity at all times with zero tolerance or flexibility around Compliance or FCC related issues 2nd escalation point for operations’ investigation of Suspected Hits cases prior to escalation to Regional FCC Sanction CoE / Local Financial Crime Compliance (Local FCC)

Major Challenges

Controlling Operational Risk Reviewing and identifying risks associated with the processing side of GTRF avoiding internal and external frauds, sanctioned and FCC related issues as we aggressively look to grow our business in a rather flat market Retaining Best Trade Bank award in the Region status in face of ongoing strong competition from MNC and local banks ‘Joined Up’ with stake holders like, GSC, CMB, GBM, SD and other colleagues across the bank Attracting and retaining the best talent in the business Grooming local talent across the region to manage key responsibilities in business

Role Context

To discharge the role of Alternate BMLCO by proactively assisting management in identifying and containing money laundering risk, reporting of suspicions, monitoring procedures and controls. Assist line management in their responsibility for complying with AML regulations, and provide advice on money laundering issues. Act as a central point of contact for the receipt and validation of UARs within GTRF and submit the UARs to Head of GTRF Compliance. Report all material and significant breaches or potential breaches of money laundering to Head of GTRF Compliance and Senior Management. Implement compliance policy and procedures in respect of GTRF business, including money laundering and sanction deterrence programs ensuring adequate understanding of all relevant regulations applicable to GTRF business and generally assist in the resolution of compliance problems.

Provide guidance and subject matter expertise in relation to all Information Security Risk policies as documented within the BIRO/DBIRO Roles & Responsibilities matrix

Management of Risk

To Ensure That The Diverse Needs Of Various Internal And External Business Partners Are Fully Met, Job Holder Needs To Have An Excellent Understanding Of The Boundaries Set By The Following Internal / External Regulations, So That He / She Can Create Maximum Possible Leverage And Grow GTRF Business In An Acceptable Controlled Manner

Group Standards Manual GTRF FIM Credit FIM Operations FIM BIM Vols 1 and 2 HFE Procedure Manuals IT FIM (wrt data security issues) Various ICC Operating Rules Legal precedents for Trade and Guarantee businesses

Observation of Internal Controls

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Manage the Reconciliation Controls Standard, in line with Finance FIM section D.5. Appendix 5 and GTRF FIM section B 7 and Appendix D 17 To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators

Knowledge & Experience / Qualifications

10+ years of banking experience, with exposure in management of Trade and Guarantees operations unit (5+ years) must be focused on providing world class customer service Excellent knowledge of GTRF FIM / UCP / URR / URC / ISP / ISBP and AML and Sanctions guidelines Excellent knowledge of HFE and HUB is essential Excellent communication and interpersonal skills Proven leadership and supervisory skills

CEITF and CDCS qualification is desirable

Job Field: Commercial Banking

Primary Location: Middle East-Egypt-Egypt-Cairo

Schedule: Full-time

Type of Vacancy: Country vacancy

Job Posting: 17-Jul-2017, 14:48:25