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This job profile provides a broad overview of the Job Category Client Management and is not intended to exhaustively describe the role.
Job Profile:
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 fall 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 produts 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 clients 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 coveringthe client.
Basic Job Expectations
- Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain relationships with key influencers in the client’s local or regional Treasury and Finance organisation.
- Be accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients (revenue targets included in scorecard)
- Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues.
- Responsible for resolving assigned queries.
- Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others.
- 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.
- Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
- Maintain a client footprint with the basic information required to deliver a superior client experience.
Senior Account Manager
- 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.
- The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
- Will proactively review local/regional client activity and existing solutions with GPS in order 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, improved data/payment security, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recomending new products & solutions that will benefit the client’s business operations.
- Will provide analysis and recommendations to senior management on client focus, attrition, and engagement.
- Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
- Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders
Desirable
- Previous banking experience working with FIs/Corporates in a relationship or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage.
- Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
- Knowledgeable about our competitors’ products and services, strategies, and client relationship practices.
- Broad knowledge of HSBC Group companies and product ranges
