Client Service Manager
HSBC
مجموع سنوات الخبرة :17 years, 2 أشهر
Designation Chronology:
• Apr 2013 - Present: Global Trade Receivable Finance - Trade Mid Office Associate
• Jun 2007 - Mar 2013: Portfolio, Collection Officer - Credit Risk Management
• Mar 2007 - May 2008: MI and Reporting Officer - Credit Risk Management
Highlights:
• Developed a promotional program as part of business development to educate customers on the trade finance services offered by the bank to boost business inquiries and enhance sales figures.
• Successfully rationalized internal processes to achieve a TAT of less than 24 hours for the processing of import DCs and Collection transactions.
• Reporting to the Head of Trade Operations, appointed to handle high-value trade transactions ensuring compliance with statutory rules and international trade legislation; achieved operations excellence through persistent efforts.
• Member, GTRF Audit Committee: Oversee implementation of prescribed guidelines and adherence to standard business practices and Standard Operating Procedures (SOPs), conducting internal audits to examine process compliance and risk management effectiveness.
Key Responsibilities as Global Trade Receivable Finance - Trade Mid Office Associate:
Trade Finance Operations / Open Account Trade:
• Process loan applications received from customers in the import finance segment, provide Factoring, Forfaiting, Export Credit Insurance and Bank Payment Obligation services to customers availing facilities under the open account category.
• Conduct credit appraisals, review customer business requirements and trade cycle and exercise due diligence while forwarding sanctioning recommendations to senior personnel in the clean import loans segment.
• Release payments under the clean import loans terms on receipt of commercial documents, invoice, bill of lading and maintain detailed records of the trade facility availed by customers.
• Provide import services to clients in the form of shipping guarantee / delivery order to enable clients to swiftly claim shipments without the original bill of lading, issue the letter of indemnity to assist clients in reducing demurrage charges.
• Work with Relationship Managers to complete mandatory procedures for loan disbursals and monitor maturity dates of Letters of Credit and Direct Collection (as part of bank-to-bank collection services offered to customers).
• Process applications for Import Bills for Collection, ensure completion of required forms (stating import particulars and declarations under the relevant foreign trade act) and oversee release of import documents on acceptance of bills of exchange / drafts.
Letter of Credit Processing:
• Process applications received for issuance of Letters of Credit as per prescribed guidelines, oversee completion of paperwork (L/C agreement), manage issuance of the L/C instrument and receive documents from the exporter / seller as evidence of export to release payment.
• Notify customers on payment for imports / shipments, expedite dues receivable from customer (L/C opener) and provide relevant documents to claim shipment / goods from transporters / carriers.
• Handle incoming inquiries from internal departments and clients and provide relevant information to parties (both internal and external) seeking updates on trade finance transactions.
Import Documentary Credit:
• Meticulously administer the DC issuance process, finalize contractual terms and conditions, communicate with the advising bank (exporter’s bank) to forward DCs and oversee closure of DCs on completion of trade transaction.
• In-charge of issuance of DCs and handling amendments to DCs (revocable / transferable) in line with prescribed procedures.
Continued from previous section....
Key Responsibilities as Global Trade Receivable Finance - Trade Mid Office Associate:
International Trade Regulations and Operations Control:
• Keep abreast of reforms and updates to international trade regulations, research and maintain knowledge of compliance procedures of different countries, economic sanctions, countries blacklisted for trade and understand the governance / regulatory structure of countries.
• Under the ambit of trade finance services, carry out fact-finding inquiries in conjunction with officers of the International Maritime Bureau and Sea Searcher agencies to locate vessels, uncover container movements and history and identify approved sea routes / ports to prevent maritime malpractices in respect of all trade transactions of the bank.
• Ensure all trade licenses and transaction approvals are submitted by clients, deliver services as per contractual obligations and manage lead times to maintain customer satisfaction.
Administrative Support:
• Discuss automated solutions available to manage the bank’s trade finance business with senior executives, focus on improving movement of documents, compliance with international trade regulations, lead times and transaction tracking.
• Scrutinize insurance documents, shipping agreements and maritime contracts, maintain records and ensure adherence to bank’s policy, statutory guidelines and banking regulations applicable to banking companies in the region.
• Verify documents, complete KYC formalities and enforce Anti-Money Laundering norms and work with senior teams to build robust internal controls to detect and deal with frauds, mismanagement and suspicious transactions effectively.
• Supervise receiving and transmission of SWIFT messages, key in required codes and details (Bank Identifier Code / SWIFT code) and ensure messages are transmitted as per norms and under confidentiality.
• Participate in inter-departmental meetings to provide inputs regarding customer requirements, discuss global economic trends, popular trade finance options across the world and support the development of workable trade finance products.
• Contribute to the development of training modules to impart skills in the areas of communication, negotiation and customer service, organize knowledge transfer sessions to share information on new products, banking regulations etc.
• Actively engage in implementing marketing and business development initiatives to grow the bank’s revenues from trade finance services.
• Prepare and present required MIS (daily / weekly / monthly) and compliance reports to the management for review.
Customer Interaction and Public Relations:
• Liaise with customers to address technical issues pertaining to internet banking, assist in transacting via bank’s online portals to avail banking products and services, acquaint customers with the portal and explain facilities and functionality available for online execution of banking transactions.
• As the designated representative, participate in seminars and conferences to promote products and services offered by the bank, plan and implement customer engagement programs and explain the value proposition to prospective clients.
• Receive and log in customer complaints for import loans / trade finance services, initiate standard measures to resolve issues related to documentation, loan disbursal, commercial documents submission and payment release.
Key Responsibilities as Portfolio, Collection Officer - Credit Risk Management:
Credit Risk Management Support:
• In-charge of handling collections for all retail banking products offered by the bank, administering the collections process and expediting payments from customers as per the defined collections schedule.
• Conducted credit risk analysis for the bank’s portfolio, devised and implemented methods to manage risks and developed a reliable reporting mechanism to ensure that all actions / activities were adequately reported.
• Collaborated with senior personnel to optimize the credit portfolio through implementation of proven risk diversification strategies and collateral management, ensured adequate liquidity and availability of funds for lending to new customers.
• Built a professional network within the banking industry to trace evasive / defaulting customers by referring to centralized databases and customer creditworthiness statistics, if available, and issued official notices to customers.
• Carried out comprehensive studies to understand the effectiveness of the bank’s existing credit risk appraisal and management policy based on past trends, thoroughly scrutinized collections failures (if any) and submitted findings to the management.
• In conjunction with senior officers, initiated, planned and executed programs to promote the benefits of an upright payment culture among customers and communicated the importance of adhering to the credit cycle.
Customer Interaction and Administrative Tasks:
• Prepared and submitted daily activity reports to the Senior Manager to communicate the collections status and discussed difficulties encountered by the collections teams during on-field visits to customer premises.
• Followed standard business practices to communicate with customers (telephone calls, emails and personal visits), prepared and issued notices in the prescribed format to defaulters and maintained records of all official communication.
• Held detailed discussions with customers, explained the legal repercussions of non-payment, communicated the conditions under which the bank could lawfully confiscate assets offered as security and initiated collections efforts.
Key Responsibilities as MI and Reporting Officer - Credit Risk Management:
Credit Appraisals:
• As part of credit risk management, contributed to evaluation of loan proposals, studied applicant profiles, current income and liabilities status, reviewed credit history with the banks / financial institutions and submitted reports to seniors.
• Assessed financial stability and creditworthiness of applicants, verified collaterals / securities offered by borrowers, identified associated risks after thorough study of key risk indicators and provided suitable recommendations.
• Gathered, tabulated and presented all relevant information pertaining to credit appraisals to prevent financial losses to the bank on account of NPAs (Non-performing Assets).
• Reviewed the bank’s asset portfolio in terms of loans extended to customers, monitored the quantum of NPAs for loans and advances availed by customers from different industries and outlined industry-specific risk factors to support future lending decisions.
• Assessed the quality of credit across the bank’s portfolio and noted key observations regarding trends in credit quantity and quality to particular sectors / industries.
Operations Support:
• Followed the ALM (Asset Liability Management) procedures defined by the bank and assisted in defining risk parameters, measuring risk exposures and determining risk tolerance levels.
• Monitored repayments (principal and interest amounts), deployed approved methods to expedite repayments from customers and offered one-time settlement options to deal with chronic NPAs / bad debts.
• Applied standard collections strategy to improve collections results and defined definite schedules to ensure receipt of principal / interest amounts in a time-bound manner.
• In-charge of conducting roll forward / roll back analysis to revise investment / trading decisions, analyzed factors generating sub-standard / loss accounts and identified process gaps in the credit appraisal and loan management policy.
• Worked with the bank’s collections teams to ensure targets were met, customers were notified of dues as per the standard policy and repayment assurances received from customers were logged in appropriately in the internal system.
PREVIOUS ASSIGNMENT: Feb 2005 - Jul 2006, Translator and Trainer, QIT, Qatar
• Work Profile: Developed lesson plans and delivered training sessions, handled translation assignments and coordinated with the team of qualified translators to ensure completion of work within deadlines.
PROFESSIONAL DEVELOPMENT APPRECIATIONS: • Certificates of Appreciation (HSBC) • Certificate of Appr