Associate Vice President, Client Services

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Business Descriptor:
Global Trade Solutions (GTS)
Trade has been the foundation of HSBC since 1865, it is evolving fast and so are we. With our network, expertise, and solutions we 're placed to help clients make sense of emerging trends, risks, and opportunities by being the global connectors, innovative problem solvers and strategic partners.
We connect the world through trade. As global connectors our footprint gives clients access to 89 of world trade flows providing a powerful mixture of local, regional, and global knowledge to help them spot new growth opportunities. We are innovative problem solvers that provide a safer, smoother digital trade experience with expert help to clients solve business challenges through innovative solutions and strategic partners through growth, disruption, or uncertainty, we bring them insights and ideas to enable grow and protect their business.
Our comprehensive suite of products and services can be combined into global solutions that help make it easier for businesses to manage trade risk, process trade transactions, and fund trade activities.
Principal Responsibilities:
typedisc:
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Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end to end completion of transaction processing.
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Ensure transaction does not break down for want of any document and internal approval.
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Arrange necessary internal approvals and tracking deferrals to facilitate the straight through processing and minimize the breaking down of transactions
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Address customer complaints and ensuring their effective resolution with high:quality customer service and appropriate flexibility, balancing the client relationship and business costs.
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Monitor E:helpline and raise / resolve customer queries, assigning them to relevant teams and ensuring complete resolution upto satisfaction.
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Facilitate preparation of forms/documentation for customers for client on:boarding.
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Answer incoming customer calls/emails for general and transaction:specific trade enquiries.
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Conduct proactive call backs to customer for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies etc.
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Follow up with clients, group offices, MO, Sales and various authorities. E.g. Follow up of PO / Export advance payments / Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS and IDPMS Reconciliation, Unaccepted import collection bills, disposal instructions for export proceeds, for payment follow ups with overseas group offices etc.
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Co:coordinate and liaison with MO, Sales and Product teams for various transaction related day to day activities and ensures the maximum output.
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Contribute in process / guidelines roll:out by way of Team Meetings to ensure effective understanding of the process and guidelines
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Acquire knowledge and enhance business understanding, thereby support the development of a cohesive team and building an internal knowledge database
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Act as trusted transaction advisor for clients, building and strengthening close relationships with these clients. When appropriate, accompanies Client Managers on customer visits.
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Arrange regularly meeting with clients every quarter and understanding their trade requirements.
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Monitoring Exports and local dispatches and ensuring documents are dispatched on time.
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Timely reporting of discrepancies and expedite resolution for the same.
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Managing the trade relationships of select clients.
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Promote Digital penetration
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Maintain
Job Type: Permanent