Why join us?
HSBC Global Trade Services is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions. It has been repeatedly recognised by the industry’s most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end client solutions.

The Opportunity:
GTS serves as a core service provider for Commercial (CMB) clients where the GTS Client Service Associate is a client-facing role and will deliver globally connected, excellent and market leading service to Standard clients, in line with GTS CS global segmentation model. The jobholder is responsible for managing, owning and handling the transactional needs of clients. He/ she delivers the UK GTS Client Service strategy and operating model, aligned with the global GTS CS target operating model through;

Contribute to achieving the overall business objective of revenue growth through revenue retention, reduced sales time on service, proactive management of GTS service performance and increased clients’ usage of self-serve solutions;Handle, own and resolve clients’ transactional issues and complaints;Coordinate with Transaction Services staff, GSD (where applicable), BDMs, RMs and other internal/ external staff for service performance and issues.

What you’ll do:
Impact on Business/Function:

Adopt global initiatives and practices for GTS CS that enable globally consistent, yet locally competitive, segmented service experience for Standard clients and effectively deliver the proposition.Work with GTS Services teams to deliver Standard CS model in the region that is aligned with the GTS 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 GTS products in the UK.

Customers / Stakeholders: Answer inbound client calls and make outbound calls to address client GTS related queriesEnsure 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 Standard CS experience to GTS Clients, including client orientation in getting started with GTS and ongoing service support.

Leadership and Teamwork:

Set the highest professional standards personally and as a member of the team.Foster a strong, collaborative culture and positive team dynamics consistent with Group Values.Maintain good working relationships with Transaction Services teams, BDMs, GSD (where applicable), RMs and other internal teams (and external parties, where applicable) and operate in an open and transparent way being fully accountable for supporting business.Ensure personal development is a core priority and complete agreed learning and developmental activities.

Operational Effectiveness and Control:Ensure adherence to all applicable laws and regulations, Group policies, procedures and standards including the timely implementation of recommendations made by external auditors and regulators.Contribute to continuous process improvement and quality measurement to create efficiencies to enable CS staff to focus on role of making world trade easy.Adopt operational specifications for CS that adhere to Group requirements for risk and compliance management in relation to client interactions, operational risk management and data protection.Contribute to close monitoring of the operational risk and exercise appropriate action to minimize the likelihood of operating risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting.