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Job Title: Documentation Specialist
Company Name: HSBC
Location: Buffalo, NY
Position Type: Full Time
Post Date: 11/24/2017
Expire Date: 12/24/2017
Job Categories: Accounting/Auditing, Banking, Customer Service and Call Center, Finance/Economics, Financial Services, Information Technology, Legal, Sales, Executive Management, Research & Development
Job Description
Documentation Specialist

The role holder will manage the provision of client service support to high-valued Payments and Cash Management (PCM) clients, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Senior Services Relationship Service Managers, Product Management and Operations to identify customized, competitive solutions.

 

Impact on the Business

 

  • Accountable for delivering Client Service excellence globally effectively managing any risks and issues.
  • Identification of opportunities globally and effectively managing the regional CSM’s to deliver against client promises
  • Identify and introduce service improvements to improve the overall client experience
  • Resolves global client service issues and challenges as the final escalation point.
  • Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships.
  • Cross selling PCM products and providing superior service support for all PCM solutions.
  • By analysing clients activities and providing advice and suggestions to clients to improve Generate cross country referrals facilitated via Global Links.
  • Generate referrals for other Global Businesses, e.g. Private Banking, GBM, RBWM, as appropriate.
  • Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.

 

Customers / Stakeholders

 

  • Interaction with other global PCM units including clients, global service teams, Sales, Product Management and other elements of Client Management.
  • Provide analysis and recommendations to senior management.
  • Ongoing partnership with all client service teams
  • Maintain regular dialogue with client service staff to foster teamwork and cooperation
  • Provide guidance to in country staff on service related issues.
  • Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted.
  • Identify client requirements, working with RM’s and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business.
  • Work closely with Sales to provide input and ensure proper levels of support are achievable

 

Leadership & Teamwork

 

  • Establish and develop close working relationships with pertinent country and Group offices and operational areas to ensure excellent customer service
  • Establish and maintain excellent working relationships with the key HSBC stakeholders
  • Represent the interest of Client Service at steering committees and working groups
  • Support new and existing colleagues promoting and contributing to an engagement culture.
  • Enhance the Bank’s image in the marketplace to build key relationships with third parties.
  • Act as an ambassador for the team and contribute fully to its development, effectiveness and successShare knowledge, experience and best practices with junior RMs within and outside of immediate team and promote a collective culture to spread experience & best practice.
  • Take a hands-on approach to coaching junior teams members
  • Live the Group Values.

 

Operational Effectiveness & Control

 

  • Participate in developing PCM client management strategy
  • Defining and implement PCM standards to govern client segmentation and the provision of best-in-class support.
  • Ensure protection of the Bank’s market share and income from Corporate & Institutional Banking and premium Commercial Banking relationships.
  • Respond within agreed timelines to issues raised by audit and external regulators.
  • Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
  • Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
  • Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
  • Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
  • Ensure all activity documentation is complete to provide performance tracking
  • To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
  • Complete other responsibilities, as assigned.

 

Major Challenges

 

  • As client expectations are ever increasing, the job-holder needs to be creative and innovative to offer customised operational solutions to clients within the constraints of the current systems/operations. To ensure clients are receiving the best service, the jobholder has to keep close contacts with other departments such as Operations, and overseas group offices to make sure their workflow/procedures can match with the service proposition coherently. It is also essential for the job-holder to keep track of policy changes of other working parties, so as to ensure a consistent/update response to client’s queries.
  • The job-holder has to be knowledgeable about the competitors’ products and key client service practices, strategies, skill sets and tools, as well as their key client service personnel and take steps to address gaps.
  • The job-holder works closely with other PCM members globally as well as HSBC local and overseas branches to ensure that regional and domestic cash management service solutions are consistent and meet the needs/demands of the client.
  • The job-holder will often work with countries where no set processes or procedures exist or a more consistent approach is required.

 

Role Context

 

Internal

 

PCM provides transaction banking products, services and solutions to the clients of HSBC's Global Banking and Markets and Commercial Banking businesses.

 

External

 

  • Market demand for cash management is rising rapidly. However, the desire to reduce the number of bank relationships and the recognition by banks of the attractiveness of cash management services as a provider of low risk, low capital recurrent income has resulted in heavy competition (principally Citi, JPM, BoAML, SCB and Deutsche).
  • At the top end of the market, large Multi National Companies require invited banks to submit detailed cash management proposals covering liquidity management, payments, receivables, delivery systems with a specific focus on the seamless implementation of these wide ranging solutions and the provision of consistent, high quality ongoing service.

 

Management of Risk

 

  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • The jobholder will ensure the fair treatment of HSBC clients is at the heart of everything we do, both personally and as an organisation. They will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Additionally they will ensure they effectively manage Money Laundering, Counter Terrorist Financing, Fraud and reputational Risk
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring; additionally by addressing any areas of concern in conjunction with line management and/or the appropriate department.

 

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.
  • The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.


As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail diversity.recruiting@us.hsbc.com.

Qualifications & Requirements

Essential


 




  • Minimum of 8 years working in the banking industry


  • Bachelors degree in business, related field or equivalent work experience.


  • In-depth knowledge of industry standards related to all Cash Management products and services.


  • Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering.


  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues


  • Proven ability to deliver creative and flexible customer solutions.


  • Ability to understand a customers business and the fundamentals of running a business


  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues


  • Ability to interact with business customers at all levels


  • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders


  • Excellent time management, planning and organisation skills


  • Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations


  • Strong analytical, problem-solving, technical


  • Experience in driving team and individual performance to achieve customer and financial targets


  • Strong leadership and team motivational skills


  • Proven coaching and performance management skills


 


Desirable


 




  • Experience of working in an International Global Banking environment


  • Broad based knowledge of HSBC Group companies

 


EEO/AA/Minorities/Women/Disability/Veterans



 

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Contact Information
Company Name: HSBC
Website:https://hsbc.taleo.net/careersection/externalnam2/jobdetail.ftl?job=000093G1&lang=en&src=
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