Client Service Manager

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Business Descriptor:

Global Payment Solutions (GPS) is made up of almost 10,000 colleagues across 58 countries and territories. This business is uniquely positioned to help clients make payments across borders, currencies and regulations, quickly and efficiently with dedicated in-country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional, and country awards. 

Principal Responsibilities

HSBC Bank has been at the forefront of Innovation in the cash management space and has been offering comprehensive range of new age solution for Corporate Banking clients globally. The bank has been recognized by industry’s most prominent publications and associations for its strength in combining innovation and service excellence with end-to-end customer solutions. HSBC GPS serves as a core service provider for Commercial (CMB) and Global Banking (GBM) customers. 

The jobholder is required to provide consistent delivery of top-quality service to corporate clients and achieve the overall business objective of wallet growth. The role is focused on achieving revenue retention, effective transactional advisory to other frontline teams within the bank, pro-active management of GPS service performance and increased clients’ usage of GPS products and solutions. 

The job holder is responsible for: 

• To manage client queries and be responsible for retaining the HSBC wallet. One point SPOC for all GPS requirements for the managed portfolio. 
• Alignment with the global model and business objectives of GPS
• Working with Client Service Team leader of all Client Service initiatives including client communications, allocated staff training and development, technology implementation, client surveys etc.
• Contribute to the achievement of strategic direction given by Client Service Head for consistent delivery of top quality and market leading Client Service functions for regional/global clients
• Compliance with all applicable laws, regulations and Global Standards by the CS team;
• Contribute towards achievement of local/ regional/ global targets of CS. 
• Support to the Team Leader GPS Client Services and Country Head of Client Services in driving a culture of long-term, high-quality needs-based solutions for Clients, setting a market leading standard for client service/ experience.

Qualifications - External

• Bachelor’s degree in business, related field with work experience
• Excellent knowledge and experience in managing client under Transaction Banking.
• Front line customer handling experience preferred
• High commitment to service excellence and client relationship management
• Strong knowledge of back-end Operations process.
• A passion for serving clients and managing clients.
• Strong interpersonal, influencing and communication skills
• Strong relationship-building skills
• Overall 3-5 years of experience in transaction banking

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India