Job Description

Job description

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We're here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role:

• Through Small Business Banking (SBB) our global network offers comprehensive support and services to businesses in the Subject Matter Expert market. The Small Business Banking team of Relationship Managers and Product Experts provides a range of end-to- end solutions designed to help small businesses reach their potential.
• A Business Service Manager ("BSM") sit in Vancouver and manage a large pool of clients. Business Service Manager will interact with their clients remotely through digital / telephony methods and provide solutions to their needs through this channel.
• The types of customers that the Business Service Manager can expect to interact with include startups, Professionals, Manufactures, Franchises and other small businesses.
• Business Service Managers manage customers within the remote Relationship Managers -managed segment, providing relationship management with accountability for sales, service, risk and operational delivery. Credit risk assessment is a fundamental element of the role. Business Service Managers complete a needs based analysis of all their clients to provide solutions to them.
• Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers

Responsibilities:

• Actively manage a portfolio of typically between 900-1000 Small Business clients, acquire new HSBC clients and upgrade existing clients through becoming the trusted advisor to them. You are accountable for the performance of your portfolio and need to ensure it is effectively run managing to the Target Operating Model (TOM) as defined by HSBC Group.
• Act as Service Manager by offering value-added advice and guidance to customers and placing their needs at the forefront of our activity, setting world class standards
• Grow sustainable revenues from existing relationships
• Structure credit facilities to ensure optimum balance between customer and HSBC interests and risk appetite
• Proactively develop effective strategies to manage both existing and new relationships, by anticipating customer needs and providing a superior service and products
• Keep up-to-date on knowledge of HSBC's international and domestic strategy, capabilities and policies, and of external factors influencing international and domestic business e.g. economic, cultural, geographical, procedural and regulatory requirements
• Work with product partners in Retail Banking and Wealth Management (Insurance/Investment) and Commercial Banking (Global Liquidity and Cash Management) to assess needs customers and offer appropriate solutions that meet their needs
• Generate referrals for Premier businesses and face to face managed portfolios
• Generate quality assets through the use of appropriate risk management tools, priced appropriately for risk and in line with customer needs
• Relationship Manager's help the firm by managing both sides of the book - assets, liabilities.
• Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions
• Work with Product experts and other Group partners and assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement
• Ensure identification of early warning signs and problem relationships and take appropriate action to protect HSBC interests
• Build a strong relationship with the Risk Management teams in order to achieve a sustainable asset growth
• Complete needs analysis of customers within business reviews over remote channels
• Identifies business needs of customers and provide solutions for solving them
• Ensure fairness in all aspects of product delivery, sales processes, customer correspondence and complaint handling
• Establish strong relationships with customers
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
• Provide technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers
• Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers
• Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice
• Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise
• Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels
• Contribute to the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance

Requirements

• Bachelor's degree in a related discipline and 1-3 years of experience in Small Business/ Commercial Banking field
• Proven ability, with a successful record of accomplishment in risk management, operational and regulatory, credit analysis and judgmental lending
• Knowledge of the Commercial Banking market both globally and specifically relating to the local environment, including the competitive landscape, with a detailed knowledge of competitor propositions.
• Honed analytical skills, with a strong emphasis on credit and operational risk
• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating in dealing with customers and colleagues Ability to effectively plan and organise, with tenacity to drive through results Innovative with a flair for solving problems
• Effective communication and influencing skills
• Strong sense of ownership, responsibility and accountability
• The jobholder forms an integral part of the wider HSBC management team. As part of this wider team, you are expected to identify opportunities in your day to day activities that directly or indirectly contribute to the success of colleagues with differing responsibilities, particularly in other areas of HSBC such as Premier Banking, Commercial and Jade Banking.

HSBC Proud

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.

We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox ( ) with any additional inquiries or for support and reasonable accommodations during the selection process.

If this is not the ideal role for you, we invite you to so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.