Regional Client Service Manager, Global Payments Solutions

Job description

Job Advert Details

Some careers grow faster than others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

We are currently seeking a high caliber professional to join our team as a Regional Client Service Manager, Global Payments Solutions 

Role Purpose

The Regional Client Service Manager will be responsible for managing the provision of client service coverage to high-valued Global Payments Solutions (GPS) clients, ensuring client expectations. The main objective is to ensure that client expectations are consistently met at a high standard, establishing a trusted relationship as their GPS advisor. The role will involve client liaison and partnering with Relationship Managers, Sales Management, Product Management and Operations to identify customized and competitive solutions domestically and across sites where their clients operate

Principal Accountabilities

Impact on the Business / Function 

·  Responsible to deliver service and account management excellence, effectively managing any risks and issues. 
·  Responsible to retain revenue as well as achieve incremental revenue and digital utilization from existing portfolio of clients 
·  Identify and introduce service improvements to improve the overall client experience
·  Resolves global, regional and domestic client service issues and challenges as the final escalation point.
·  Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
·  Cross selling GPS products and providing consistent high standard of service support for all GPS solutions
·  By analysing clients’ activities and providing advice and suggestions to clients to improve generate cross country referrals  
·  Keep abreast of external factors influencing international business e.g., economic, cultural, geographical, procedural, and regulatory requirements.

Client and Stakeholders

·  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 senior management
·  Ongoing partnership with all client service teams across globally
·  Maintain regular dialogue with client service staff to foster teamwork and cooperation
·  Provide guidance to in country staff on service related issues
·  Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted
·  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 Sales to provide input and ensure proper levels of support are achievable

Leadership & Teamwork

·  Establish and develop close working relationships with pertinent country and Group offices and operational areas to ensure 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
·  Support new and existing colleagues promoting and contributing to an engagement culture
·  Act as an ambassador for the team and contribute fully to its development, effectiveness, and success
·  Share knowledge, experience, and best practices with junior colleagues within and outside of immediate team and promote a collective culture to spread experience & best practice.
·  Live the Group Values.

Operational Effectiveness & Control

·  Participate in developing GPS client management strategy
·  Defining and implement GPS standards to govern client segmentation and the provision of best-in-class support.
·  Ensure protection of the Bank’s market share and income from Global Banking & Market and premium Commercial Banking relationships. 
·  Respond within agreed timelines to issues raised by audit and external regulators.
·  Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
·  Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. 
·  Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting. 
·  Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.  
·  Ensure all activity documentation is complete to provide performance tracking

Information

Experience, Skills and Qualifications

·  Bachelor’s degree in a relevant field 
·  Minimum of 8 years working in the banking industry
·  Proven experience in service and account management within the banking industry
·  Strong understanding and knowledge of industry standards related on Cash Management 
·  Demonstrated ability to identify and deliver customized and competitive solution
·  Strong problem-solving, analytical skills and Ability to work collaboratively with cross-functional teams
·  Highly organized with excellent attention to details
·  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 skills and ability to interact and build relationships with internal and external stakeholders
·  Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.

You’ll achieve more when you join HSBC.

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.