Senior Client Implementation Manager
Graduate job Worthing (West Sussex) Sales
Job description
The Senior Client Implementation Manager role is based within GTRF in Commercial Banking.
The role of the Senior Client Implementation Manager is to lead the Client Implementation Team which covers the management and implementation of open account structures, complex traditional trade and guarantee programmes and associated communications platforms to buyers within the GB&M Sector
Lead the Client Implementation Team and provide guidance and direction to direct reports in regards to on-going implementation projects
Manages complex implementations (multi-products across multiple countries) and contact points to ensure the successful client implementation of GTRF solutions. To ensure products and services are delivered in a coordinated and timely manner to realize revenue
Manage the implementation of HSBCnet, Swift for Corporates and other associated platforms to facilitate open account and traditional trade structures and transactions
Co-ordinate with stakeholders (including and not withstanding RMs, Product, Business Development Managers, local implementation staff, Client Service centres, Compliance etc.) to deliver the solutions within the earliest possible time, enhance productivity and sustain high quality client-centric service culture
Ensures that the Implementation and Post-Implementation processes are delivered in line with the objectives of the Bank and are best-in-class
Provides consultancy advice to clients to maximize the benefits of our GTRF solutions and to strengthen client relationships. Ensure that structures fully meet client expectations and needs.
Project manages the Customer Implementation in line with quality and time and achieve highest level of customer satisfaction as result
Your responsibilities will include:
Impact on the Business
Develop project plan, create and maintain support documentation and ensure implementation occurs in line with time, budget and quality expectations
Manages and develops the implementation function in line with REGIONAL implementation standards
Creates and maintains required documentation/manuals to work towards standardising implementation processes
Actively seeks to maximize return from GTRF implementations.
Seeks ongoing improvements to the complex implementation processes
Ensure Credit/Risk recommendations, KYC Procedures and other GTRF Procedures Guidelines / Manuals are implemented and adhered to
Supports Sales and RMs (when required) during the bidding process
Customers / Stakeholders
Develop a close relationship with customer throughout the pre, mid and post implementation stages
Ensures successful transition of customer transactions to HSBC as per the agreed solution implemented by monitoring revenues against EBV. Ensure the customer is trained and fully understands systems and solutions that are being implemented
Drive the delivery of a customer-centric, relationship building approach to ensure service excellence
Drive up customer satisfaction and oversee the delivery of a positive customer experience by effectively meeting and exceeding expectations.
Build and maintain relationships with key GB stakeholders
Build and maintain relationships with key middle office stakeholders who will ultimately process the implemented solution
Leadership & Teamwork
Lead the regional implementation effort and ensure identified responsible/accountable areas provide required support
Plans, leads and delivers multi country within a region GTRF solutions for ALL (complex) implementations
Seeks ongoing improvements to the complex implementation processes
Ensure Products, IT, Client Services work together and are aware of their roles and responsibilities throughout the implementations
Identify problems/challenges and ensure these are resolved with immediate effect for best results for both the customer and the bank
Operational Effectiveness & Control
Maintain and observe HSBC control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
When approaching implementation of a solution or electronic platform, maintain awareness and understanding of any potential conduct risk
Ensure Credit/Risk recommendations, KYC Procedures and other GTRF Procedures Guidelines / Manuals are implemented and adhered to.
Follow the critical steps as defined within the PRE, MID and POST implementation stages (Sales handover doc, Requirements Doc, Issue log, Post implementation review)
Desired profile
The ideal candidate for this role will have:
Relevant product knowledge including knowledge of Global trade finance, services, products and techniques
Past working experience in a relevant role, i.e. Project Management
Role relevant qualifications, i.e.Project Management qualifications is desirable but not essential
Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations
Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
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
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
Acted as a strategic advisor to customers, having established and built valuable long-term relationships with significant customers
The base location for this role is Worthing
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable, we do the right thing. These are the values that guide us every day. We seek to recruit people who share these values and will help us to sustain them.
Key search words: Implementation, GTRF
About HSBC
HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.