Client Services Senior Officer

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 Services Senior Officer.

Role Purpose:

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification, and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department

The GLCM Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focuses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC supports Tier 1 to 3 clients on queries related to channels, payments, account services through Mails. The team also supports different types of enquiries and follow-up on amendment/ cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval, etc.

Main Activities:

• Accountable for delivering Client Service excellence effectively managing any risks and issues.
• Act as a GLCM consultant for a dedicated portfolio of clients.
• Identify and resolve daily cash management inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services.
• Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Open daily cases to track inquiries and manage cases to resolution within agreed timelines.
• Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution.
• Keep abreast of external factors influencing international business e.g., economic, cultural, geographical, procedural, and regulatory requirements.
• Interaction with other global GLCM units including international service teams, Senior Account Managers, Sales, Product Management, and Implementations amongst others supporting the business.
• Establish and maintain excellent working relationships with the key HSBC stakeholders.
• Act as an ambassador for the team and contribute fully to its development, effectiveness, and success. Share knowledge, experience, and best practices with junior team members within and outside of the immediate team and promote a collective culture to spread experience & best practice.
• Ensure all activity documentation is complete to provide performance tracking.
• Ability to take complete ownership and facilitate the end-to-end customer journey.
• Live the Group Values.