Client Management

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Client Management.

Role Purpose:

The Global Payment Solutions (GPS) Account Manager (AM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are above and beyond basic transactional queries.

The Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients. The Account Manager will be accountable for the overall satisfaction with GPS products and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a client's global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day-to-day basis. Depending on the complexity and geography of the client, this role will either lead the client relationship or play a supporting role on a global squad covering the client.

Main Activities:

1. Responsible for resolving assigned queries.
2. Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others.
3. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks.
4. Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
5. Maintain a client footprint with the basic information required to deliver a superior client experience.
6. The point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements when they are the lead.
7. The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
8. Will proactively review local/regional client activity and existing solutions with GPS to identify any opportunities to improve the client’s experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improving data/payment security, identifying opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recommending new products & solutions that will benefit the client’s business operations.
9. Will provide analysis and recommendations to senior management on client focus, attrition, and engagement.
10. Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
11. Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders.