·Lead a Corporate China Desk GLCM portfolio and manage regional client service issues and challenges as the final escalation point on service matters.

·Work closely with the client service manager also supporting the portfolio and the clients on service requests and translate (mandarin) inbound correspondence to resolve matters with internal operational (HSBC Operating Services and Technologies (HOST)) teams.

·Proactively manage/resolve client enquiries through trackers/tools and provide regular updates to manage expectations on delivery

·Identify client requirements, working with Global Banking and Markets (GBM) Risk Management (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 in partnership with GLCM Sales to provide input and ensure proper levels of support are achievable e.g. referrals to sales, supporting secondary business requests

·Accountable for delivering Client Service excellence regionally effectively managing any risks and issues within agreed policy and procedures

·Analyse clients activities and provide advice and suggestions to clients to improve the experience through regular service review meetings e.g. face to face, web-ex, weekly/monthly calls

·Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships through business projects and strategic change initiatives

·Generate referrals for other Global Businesses, e.g. Private Banking, GBM, Retail Banking and ·Wealth Management (RBWM), as appropriate.

·Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements

·Work in collaboration and interact with other global GLCM units including clients, global service teams, Sales, Product Management and other elements of Client Management e.g. Implementation and Integration

·Produce Management Information (MI) at client level and portfolio level to provide analysis and recommendations to senior management and data to be presented  in service review documents

·Ongoing partnership with all client service teams across the region, working with peers to resolve regional escalations and simplifying the network for the client

·Relevant product knowledge including knowledge of knowledge of GLCM products and services e.g. International and domestic payment types, liquidity solutions

·Experience working in relevant environment/s, i.e.

·Fluent in mandarin (speaking), Competent in written skills and translating correspondence

·Experience working in relevant market/context, i.e. Banking or Financial Services, Client Service or Customer Service

·A desire to find ways to continually improve the service delivered to customers

·Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support

·Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered

·Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes

·Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery

·Experience of effectively using your knowledge of credit products, processes and risks to make fair and informed lending decisions that meet customers' needs

·Experience of building and managing complex relationships with significant customers