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About the Role

The GTS Client Services (CS) Assistant Manager is a client-facing role and the central point of contact for all client transactional needs and service solutions for the assigned client portfolio. The role aims to deliver a valued and best-in-class client experience by resolving transactional queries, providing guidance, and contributing to revenue growth through proactive client management and increased self-service usage.

Responsibilities

Deliver a valued and best in class client experience, built on deep Services expertise, strong internal networks across frontline and back office functions, and a deep understanding of the client’s trade business.
Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards.
Provide timely and accurate guidance and recommendations to clients to help them manage their business effectively.
Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTS service performance and increased clients’ usage of self-service solutions.
Provide transactional trade advice to assigned clients, GTS Trade Sales and RMs, and provide input to account planning.
Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC.
Support the Services team with Operational/Transactional tasks and Guarantee reviews as needed.

Requirements

Deep knowledge and experience in GTS products / processes.
Strong commitment to service excellence and client relationship management skills.
Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities.
Ability to think through, problem solve, prioritise, 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.
Excellent written and oral presentation skills.
Japanese (native) and English (business) language skills.

Skills

Service excellence
Client relationship management
Problem solving
Matrix management
Pragmatism
Common sense
Empathy
Challenging the status quo
Influencing
Negotiation
Written presentation
Oral presentation

Education Level

CDCS certification (or another relevant trade qualification) is highly desirable

About the Company

HSBC Global Trade Solutions (GTS) 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 Corporate and Institutional (CIB) clients.
GTS 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.