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Trade and Guarantees Client Services Manager within Global Trade and Receivables Finance HUB

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • offer expired a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Kraków

Your responsibilities

  • Work in Trade and Receivables Services Centre HUB supporting HSBC Trade, Guarantee, Factoring transactions

  • Delivers for the Continental Europe countries ’s GTRF CS strategy and operating model, aligned with the global GTRF CS target operating model

  • Contribute to achieving the overall business objective of revenue growth through revenue retention, reduced sales time on service, proactive management of GTRF service performance and increased clients’ usage of self-serve solutions

  • Handle, own and resolve clients’ transactional queries, issues and complaints

  • Coordinate with Transaction Services staff, GSD (where applicable), BDMs, RMs and other internal/ external staff for service performance and issues

  • Provide transactional trade advisory to assigned clients, Business Development Managers (BDMs) and Relationship Managers (RMs), and provide input to account planning

  • Provide transactional trade advisory to assigned clients, Business Development Managers (BDMs) and Relationship Managers (RMs), and provide input to account planning

  • Perform delivery of high quality service to clients, timely resolution of service quality issues, and implementation of preventative measures to protect service levels

  • Adopt global initiatives and practices for GTRF CS that enable globally consistent, yet locally competitive, segmented service experience for dedicated or shared portfolio of clients (and the clients’ customers, applicable to RF), Premium or Standard, and effectively deliver these propositions

  • Work with GTRF Services teams to deliver CS model in Continental Europe Countries that is aligned with the GTRF Services target operating model

  • Contribute in execution of a high quality client-centric service culture that delivers superior post-sales support to GBM and CMB clients across the range of GTRF products in Continental Europe Countries

  • Ensure that the client is at the heart of everything we do both personally and as an organization by driving a client-centric culture

  • Perform delivery of high quality service to clients, timely resolution of service quality issues, and implementation of preventative measures to protect service levels

  • Successfully deliver CS experience to GTRF Clients, both Premium and Standard, including client orientation in getting started with GTRF and ongoing service support

  • Conduct client visits if needed and service reviews based on business needs and client value

  • Take responsibility for assigned clients from a GTRF Services perspective

Our requirements

  • Ability to communicate fluently verbally and in written form in Spanish or French or German or Czech or Italian or Dutch

  • Ability to communicate fluently in English

  • Knowledge and experience in GTRF products/ processes and client service is essential

  • High commitment to service excellence and client relationship management

  • A passion for serving clients and managing people

  • 5-10 years of experience in GTRF products/ processes and or client service

  • Strong interpersonal, influencing and communication skills

  • Strong multi-tasking and problem solving skills

  • Strong relationship-building skills

  • CITF certification is highly desirable

Optional

  • Experience of customer due diligence / on-boarding and/or transaction structuring and execution will be advantageous.

  • Experience in other banking products

What we offer

  • Stable job in professional team

  • Interesting career path in an international organization

  • Private health care, employees’ benefits

  • Courses & training for our employees

  • Modern office buildings near the city center of Krakow

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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About the role

The jobholder GTRF CS Manager is a client-facing role and will deliver globally connected, excellent and market leading service to clients, Premium or Standard, in line with GTRF CS global segmentation model. The jobholder is responsible for managing, owning and handling the transactional needs of assigned clients

The jobholder will assist in the management of the operational integrity and technical competence of the European Regional HUB by being one of the primary points of contact for all internal stakeholders and external clients in respect of complex transactions. Ensuring excellent service quality, and that all transactions are processed to tightly managed SLA deadlines whilst minimizing operational risk and maximizing income