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Team Manager , Case Management- Commercial Banking

May 20, 2017
Across Canada
Early Career


Employment Type: Regular

The role is to proactively support the Relationship Managers (RMs) to enable them to deliver the optimum contribution towards the CBC Annual Operating Plan (AOP), improve client engagement, maximise operational efficiency and allow the RMs to spend more time with clients and grow income by effectively managing servicing support officers

The role holder will manage the Case Manager teams that assist the Relationship Managers (RMs) in the delivery of a professional, relationship management service to customers, prospective customers and professionals. This supports the bank's long-term strategy to lead national and international business by establishing and maintaining long term relationships with businesses, identifying needs, delivering solutions to meet those needs and providing excellent customer service.

The role holder will play a direct role in managing the teams and identifying and meeting existing and prospect customer needs, delivering value to the customer and ensuring that we treat customers fairly in all that we do.

Impact on the Business

  • Accountable for delivery against prescribed tasks
  • Work effectively in partnership with other Corporate/CMB teams and product providers to deepen customer relationships and support/diversify revenue streams
  • Manage the team to provide support to the RM in delivering a relationship management service which provides value-added advice and guidance to customers, prospects and professionals.
  • Owning the customer experience, ensuring service excellence at all times, for all aspects of any customer or prospect's interaction with HSBC.
  • Keeping up-to-date on knowledge of HSBC's capabilities.
  • Keeping abreast of external factors influencing business e.g. economic, cultural, geographical, procedural and regulatory requirements.
  • Deliver all aspects of the operating plan, with emphasis on the recognition, monitoring & mitigation of both operational & credit risk
  • Drive continuous improvement in efficiency and productivity within the team and across regions and segments
  • Adopt and ensure fully effective utilisation of all tools and systems provided by the bank to assist in risk management, service and sales delivery, avoiding any reliance upon manually created sales MI
  • Ensure that CMs accurately identify and meet customer needs, delivering outstanding levels of customer service
  • Take a hands-on approach to sales and performance management.
  • Minimise operational losses
  • Initiate & monitor Improvement Plans at both centre & CM level, to create a "credit culture" which drives continuous improvement through open & honest feedback and coaching
  • Control of losses within defined appetite
  • Ensure relevant tools are used effectively

Customers / Stakeholders

  • Enhance and develop mutually beneficial relationships with clients
  • Liaise and work with CMB team(s) to ensure best possible experience and outcomes for customers, employees and the Bank
  • Effective interaction with teams within CMB, Service Deliveryand across the wider Bank
  • Responsible for reviewing service delivery, resolving delivery issues, and developing / extending services provided to clients

Leadership & Teamwork

  • Ensure clarity and accuracy when conveying information to senior / line management
  • Coach team members and develop skills
  • Ensure effective and continuous dialogue within the Case Manager team(s)
  • Display courageous integrity in all dealings
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Identify and improve existing methods of working
  • Support change initiatives and embed within own team
  • Adhere to and actively support established policies and procedures in own area or team
  • Ensure the consistent application of Group policy and adherence to regulatory, financial, and legal standards to minimise business and reputational risks
  • Assume responsibility for the delivery of efficient, accurate and timely processing of clients requests and transactions
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Major Challenges

  • Contributing to the team to support the delivery of income and growth.
  • Supporting implementation of changes and initiatives within CMB and Case Management in a timely manner.
  • Ensuring focus on delivering the requirements of the role and maintaining close links with stakeholders.

Role Context

  • The role is a key part of the Case Manager team and is responsible for supporting the RMs in providing exceptional customer service whilst delivering income growth, improving efficiencies and embracing Corporate initiatives.
  • The role holder will operate within the Bank's risk and operational guidelines and is responsible for ensuring that organisational standards are maintained and that the Banks policies and procedures are adhered to throughout CMB in order to mitigate risk.

Management of Risk

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
  • Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

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.
  • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Compliance. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
  • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity.
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.



  • Broad knowledge of the Bank's structures, products and services
  • Awareness of the changing economic, social and regulatory environment in Canada
  • Knowledge of international business and various industry sectors
  • Experienced knowledge and use of HORIS and Client Vision systems (including reporting) and complex MI


  • Bachelor's degree in a related discipline and 2-5 years of experience in a sales or customer service role OR Master's degree and 1-3 years of experience in sales or customer service role
  • Proven track record in a client focussed environment
  • Competent professional who maintains and develops professional knowledge to bring best practice ideas to the business
  • Experience of working in a teamwork environment
  • Ideally, experience in the Commercial or Corporate Banking environment


  • Strong 'team' skills promoting an environment of co-operation and trust, overcoming resistance where encountered
  • Good analytical and financial skills
  • Strong prioritising, organisational and time management abilities
  • Excellent verbal and written communications skills
  • Personal qualities of stability, maturity and authority and an ability to work with staff at all levels
  • Ability to make decisions