Account Manager

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Job Description: GPS Client Service Manager

Guidance Notes:

This job profile provides a broad overview of the Job Category Client Management and is not intended to exhaustively describe the role.

Job Profile: GCB6

The GPS Service Manager (CSM) is responsible for developing strong service focused relationships with their clients, understanding their business and utilization of our products. The GPS Client Service Manager is accountable for the service experience of an assigned portfolio of clients across the GPS Service landscape. They provide comprehensive management of the GPS service experience for clients, engage clients directly as required to better understand their service needs and ensure delivery as appropriate. Advocate for the client and champion client escalations across HSBC.

Basic Job Expectations:

•       Field and resolve complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.

•       Proven ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed.

•       Accountability for client escalations; business-as-usual escalations as well as global service escalations, inquiries and/or projects. Coordinate remediation of issues and the communication to clients/internal stakeholders.

•       Monitor client case type/activity to identify potential issues and opportunities for improvement. Proactively identify risks and issues as part of complex query oversight.

•       Oversee local client-initiated projects; facilitate local completion of global client-initiated projects.

•       Engage with Global counterparts for maintenance request, client queries and escalations.

•       Identify and action red flags before they become client-identified issues.

•       Develop and maintain internal and external contact list.

Customer Engagement

•       Analyse client inquiry activity (case types) and interface with their clients to identify opportunities to:

o   Reduce service case volumes and drive digital adoption.

o   Efficient use of existing/new products

o   Improve time to service.

Skills and Experience

Essential

·       Experience in working within a fast-paced service-oriented environment with continually changing priorities.

·       Analytical mindset and a desire to solve problems for others.

·       Desire to identify and meet customer needs through matching a broad range of products and services.

·       Time management and organization skills with the ability to manage multiple time sensitive tasks.

·       Effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders.

·       Empathy.

Desirable

·       Experience of working in an International Global Banking environment

·       Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.

·       Basic knowledge of HSBC Group companies and product ranges

·       Strong knowledge of local and global cash management and clearing services, products, and techniques.

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