Senior Client Service Manager (GBM)

Job description

The Senior Client Service Manager (GBM) role is based within Client Management.
 
The role of the Senior Client Service Manager (GBM) is to manage the provision of client service support to high-valued Payments and Cash Management (PCM) clients, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Senior Relationship Managers, Sales Managers, Product Management and Operations to identify customized, competitive solutions. Line Manager responsibilities included..
 
Your responsibilities will include:
Line Manager Responsibilities
Establish and maintain excellent working relationships with the key HSBC stakeholders
Accountable for delivering Client Service excellence globally effectively managing any risks and issues
Identify and introduce service improvements to improve the overall client experience
Interaction with other global PCM units including clients, global service teams, Sales, Product Management and other elements of Client Management.
Support new and existing colleagues promoting and contributing to an engagement culture

Desired profile

The ideal candidate for this role will have:
Relevant product knowledge including knowledge of Payments and cash management
Experience working in relevant environment/s, i.e. client interaction
Availability to undertake the travel required for this role, i.e. Potential travel across the UK and possibly outside the UK (Europe)
Relevant product knowledge including knowledge of Swift is desirable but not essential
Experience working in relevant market/context, i.e. Finance, Relationship Management, Banking is desirable but not essential
Role relevant qualifications, i.e. Finance 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 
A track record of delivering significant change which improves business effectiveness in sustainable ways
Proven experience of motivating others to deliver exceptional performance and long terms results
Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same 
A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications
Dealt effectively with highly complex commercial information and business challenges to create strategic business plans which effectively deliver results
Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery
A broad understanding of financial budgets/statements/models, with experience of analysing data effectively for planning, forecasting and reporting
A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes
Experience of building and managing complex relationships with significant customers
Successfully engaged customers to understand their needs and identify sales/service opportunities
The base location for this role is London.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words: Senior Client Manager, Client Service Manager, Account Manager