Relationship Service - Manager

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Relationship Service - Manager

In this role, you will:

• To be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters. Take ownership of Client Maintenance and servicing activities including ad hoc client queries and escalations.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Takes ownership and accountability of complex issues/exceptions/queries and acquires the knowledge needed to resolve them. Interfacing with wide variety of teams like WSO, Compliance, CMM, Credit Services, WMR, GPS, GTRF etc. especially on matters that involve escalation of pending and ageing profiles on behalf of RMs.

• To act as one-stop shop to guide RM in holistic approach and revert with solution. Possess advanced understanding of Actionable Intelligence (AI) and its application in driving informed decision-making dealing with risk surveillance triggers within the tool. Act as a knowledge hub to the RMs and Management alike; with proven ability to resolve queries.
• Proven expertise in RM portfolio mapping within the core banking system, ensuring precise alignment with Client Management Experience (CME) to maintain data integrity, optimize relationship segmentation, and enhance governance consistency.
• High precision in handling customer and RM-level maintenance activities such as address/name/title changes, RM code updates and revenue/Omnia mapping, etc. with zero error tolerance.

• Use the product knowledge to find answers to complex operational problems and present the solution to RMs in clear language. Foster a strong, collaborative culture and positive team dynamics consistent with Group Values.
• Could additionally be responsible for providing training and help to develop a team of global professionals.

• To minimize operational risk, including procedure reviewing and improvement. Ensure implementation and adherence to audit and compliance requirements and proactively highlight potential issues to the management.

To be successful you will:

• Proven communication and interpersonal skills, with the ability to clearly articulate complex information to Relationship Managers, clients, and internal teams. (E)
• Advanced knowledge of AI Triggers - Surveillance Triggers, Negative News Screening (NNS) and Sharing Of Information (SoI). (D)
• Demonstrated analytical problem-solving abilities, with a track record of leading investigations, identifying inefficiencies, and implementing workflow and automation improvements. (E)
• Hands on experience with System & Process Optimisation (such as HUB, SFE, HFE, Omnia, AI trigger tools, Connecto, CME), managing static change requests and escalating system issues effectively. (D)
• Proficiency in Omnia revenue mapping for reconciliation between RM portfolios and financial systems and understanding of Client Management Experience (CME) structures
• Strong digital adaptability, with a history of quickly adopting new tools, embracing process changes, and leveraging automation opportunities.
• Minimum 3–4 years’ experience in client-facing roles, with a solid understanding of client service principles and practices. Experience in process automation, digital governance, and system optimisation within banking operations.
• Proven resilience under pressure, with the ability to prioritize competing demands and deliver results. Flexible approach to duties and working hours, adapting to changing business needs.
• Solution-oriented mindset, showing self-motivation, positivity, and a commitment to continuous improvement.

You’ll achieve more at HSBC

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HSBC is an equal opportunity employer 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 applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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