Responsibilities The role holder will be responsible for managing and growing Global Payments Solutions (GPS) client relationship. The main objective is to ensure that client expectations are consistently met at a high standard, establishing a trusted relationship as their GPS advisor, and connecting clients with the business. The role will involve client liaison and partnering with Relationship Managers, Sales Management, Product Management and Operations to identify customized and competitive solutions.
Impact on the Business - Responsible for service and account management excellence and to retain/increase revenue and digital utilization from existing portfolio of clients
- Identify and introduce service improvements and digital automation for an enhanced client experience
- Deliver service in compliance with group and regulatory requirements by effectively managing any risks and issues
- Cross-sell GPS products and provide consistent high standard service for all solutions
- Ensure deployment of regional/global client service proposition to HSBC clients
- Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
- Perform internal facilitation to resolves GPS related service issues and act as the trusted focal point to client
- Analyze clients' activities and providing advice to improve generation of cross-country referrals
- Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements
- For the Team Head role: Direct, lead and manage a team of Account Managers in implementing the service proposition and driving key performance.
Client and Stakeholders - Ensure excellent standard of service delivery to maximize returns from domestic, regional and global GPS Service deals and clients
- Interaction with other global GPS units including clients, global/regional/local service teams, Sales, Product Management and other elements of Client Management
- Provide analysis and recommendations to clients and relevant internal stakeholders in identifying areas for improvement, devising, and implementing well planned strategies to ensure best practices are adopted
- Ongoing partnership with all client service teams regionally and globally to foster teamwork to enhance the client experience
- Understand the client business and identify client requirements, working with Relationship Managers and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC's share of our client's business
- Work closely with relevant stakeholders to provide input and ensure proper levels of support are available
Leadership & Teamwork - Establish and develop close working relationships with local/regional offices and operational areas to ensure consistent excellent GPS service
- Establish and maintain excellent working relationships with the key HSBC stakeholders
- Represent the interest of Client Service at steering committees and working groups
- Share knowledge, experience, and best practices with GPS within and outside of immediate team and promote a collective culture to spread experience & best practice
- Support new and existing colleagues by promoting and contributing a collaborative culture
Operational Effectiveness & Control - Participate in developing GPS service/account management strategy and governance
- Deliver end-to-end client fulfillment model and ensure this is enhanced with internal initiatives and customer feedback
- Ensure protection of the Bank's market share and income from Global Banking & Market and premium Commercial Banking relationships
- Maintain and observe all HSBC control standards and Group Compliance Policy, including timely response to issues raised by audit and external regulators
- Maintain awareness of operational risk and minimise the likelihood of it occurring through identification, assessment, mitigation, and control
- Ensure all activity documentation is complete to provide performance tracking
- Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
Requirement: - Bachelor's degree in business, finance, or a related field
- Solid experience working in senior account management or relationship management role. Ideally in the banking industry
- Proven track record of deepening client experience, account management and identifying revenue/digital opportunities within the banking industry
- Strong business acumen and understanding of industry standards related on Cash Management
- Certification in International Cash Management (ICM) is an advantage
- Strong problem-solving, analytical skills and Ability to work collaboratively with cross-functional teams
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Ability to understand a client business and the fundamentals of running a business
- Excellent interpersonal and communication skills
Opening up a world of opportunity http://www.hsbc.com/careers HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
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