VP Business Relationship MgrTitle: VP Business Relationship Mgr
Location: North America-United States-New York-Melville
- Grows revenues and/or PBT of an assigned large, complex portfolio of 100 - 125 Business Banking customers by effectively managing, developing, and retaining quality business relationships to earn a greater share of wallet.
- Proactively delivers appropriate suite of products and services in response to customer needs, both domestically and internationally, focusing on core products.(deposits, loans, cash management, trade, insurance, credit and debit cards).
- Earns the customer's full banking relationship for both business and personal needs by cross-selling and referring customers appropriately to specialists (PCM, Trade and Supply Chain (TSC), Insurance) or other customer segments, with a focus on Premier and Corporate Banking.
- Delivers a stellar customer experience by meeting and exceeding customer expectations through effective relationship management, ensuring customer banking needs are being met, and fully representing the HSBC brand.
- Upholds credit policy and lending guidelines, maintaining a balanced approach to risk management.
- Protects the bank's assets and reputation by knowing the customer and their business, monitoring for suspicious behavior, and taking appropriate action as set forth in operating policies when necessary.
- Sells additional insurance products on behalf of HSBC Insurance Agency (USA) Inc. ("HIA") pursuant to appointment by HIA's contracted insurance carriers.
Impact on the Business
- Grow a portfolio of small to medium size enterprises (SMEs) of a large, complex nature, focusing on increasing product penetration, profitability and customer satisfaction.
- Foster customer relationships and optimum retention of existing business .
- Leverage HSBC brand, capabilities, and extensive global network to target and acquire international business in assigned market.
- Maximize positive returns and grow the Bank's share of wallet from designated portfolio. Develop and implement a target plan geared towards expanding base portfolio (whether organically or by new acquisition) in order to achieve financial objectives.
- Meet and exceed activity, sales, and other performance targets to ensure proper pipelines are maintained and customers remain engaged.
- Drive the usage of direct channels (i.e. BIB, HSBCnet,CallCenter) as available and appropriate to increase efficiency by lowering the cost to serve.
- Ensure customers needs are addressed in the appropriate CMB segment by referring, when necessary, to Corporate Banking, where business and/or credit needs fall outside the scope of Business Banking
- Manage credit and operational risk consistently, ensuring regulatory compliance.
Customers / Stakeholders
- Deliver a customer-centric and relationship building approach to drive cross-sell of both business and personal products and services, along with pursuing cross-border opportunities.
- Drive up customer satisfaction through delivering a positive customer experience by effectively meeting and exceeding expectations.
- Focus on customer retention, in particular high value customers, by executing a consistent and effective client contact strategy
Role as broker-dealer Registered Representative
- Identify cross-sell opportunities, including opportunities to refer customers to other sales representatives of HSBC Securities (USA) through proper customer profiling and needs-based selling.
- Conduct needs assessment with current and potential Company customers and recommend appropriate insurance products and services to meet individual needs, based on objectives and risk tolerance.
- Sell appropriate core financial service products, including insurance products, to meet customer needs while developing and expanding account relationships.
- Ensure adherence to established insurance product set and selling limitations.
- Unless otherwise assigned on an individual basis in writing, role does not include management and supervision of insurance activities and sales, which lies within the insurance business and supervisory structure of HSBC Securities (USA) Inc. as determined by its senior management.
Leadership & Teamwork
- Represent the HSBC Brand, exemplifying the attributes of being perceptive, progressive, responsive, respectful, and fair, both internally and externally.
- Assist in the support and development of Business Specialists in their appropriate market. Pro-actively coach junior colleagues and foster a teamwork atmosphere.
- Champion Business Banking agendas (e.g. Business Banking initiatives, marketing campaigns, customer events) within the assigned area (i.e. branch market, commercial center, etc) by providing guidance and support to the entire team(s).
- Collaborate with other business areas (i.e. Global Transaction Banking [GCB], Premier, RBWM, Private Bank) and team colleagues to build a diverse, tailored offering of products and services to our customers.
- Participate in community organizations and activities in the markets served to promote the brand, enhance the Company's image, and establish the Bank in the business banking market.
Operational Effectiveness & Control
- Ensure all Know Your Customer (KYC) mandates are met in accordance with internal and external regulatory guidelines.
- Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
- Compile and analyze the necessary information to develop timely, accurate, and complete credit recommendations. Ensure compliance with credit and regulatory guidelines.
- Monitor portfolio to identify deteriorating credit situations, taking appropriate action as necessary. Maintain a strong understanding of each customer's business, industry, and associated risks.
- Effectively manage Money Laundering, Counter Terrorist Financing, Fraud and Reputational Risk.
Major Challenges
- Retaining and growing a portfolio of customers during various economic and highly competitive environments, especially during a downturn or recession.
- Operating effectively in a highly-matrixed organization requiring teamwork and cooperation from multiple customer groups and product providers.
- Building an extensive knowledge base of the products and services offered within HSBC to effectively meet customer needs.
- Remaining vigilant in protecting the bank's assets and reputation against internal and external fraud.
- Managing customer expectations of HSBC's service standards by effectively coordinating with internal partners to strictly adhere to agreed turnaround time.
Role Context
- Environment of the job: HSBC BankUSAoperates a network of 475 branches/outlets serving Business Banking customers. - Acknowledged as a primary growth driver for HSBC with our "Best Bank for Business" strategy, Business Banking represents both large banking wallet opportunities and strong growth potential throughout the Group. As such, the jobholder will be competing in a highly competitive environment against many locally-established financial institutions and possibly a number of national competitors.
- Guidance and authority; The jobholder will report to the VP Business Banking Team Leader and is given authority to manage a dedicated portfolio of customers in line with the overall Business Banking strategy and as set forth by internal policy. The jobholder will also be assigned to a branch or cluster of branches and will act as a Business Banking champion for the market served. Where appropriate and applicable, the jobholder will provide guidance and support to business banking/branch sales staff.
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.
- Promote an environment that supports diversity and reflects the HSBC brand.
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.
- Bachelor's degree in business, related field, or equivalent experience.
- Minimum of five years proven and progressive business development and credit experience or equivalent, including extensive knowledge and proven sales success with the Bank's products and services.
- Life and health insurances required. On an exception basis, a 60 day contingency may be granted solely at management's discretion. Licenses are required to discuss and sell insurance products with potential and existing customers.
- Strong sales, organizational, analytical, negotiation, communication, teamwork and influencing skills.
- Ability to identify, analyze, and communicate customer requirements; effectively deliver creative and flexible customer solutions.
- Participation in appropriate training and/or work equivalency (i.e. credit, products, B2B selling, etc).
- Self-motivated and driven to succeed in organically growing existing and winning new business.
- Ability to manage a variety of assignments : Communications and Public Relations
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