Manager Client Services

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 Manager Client Services

• The Global Payments Solution (GPS) Fulfilment Manager role supports broad group of client relationships across value segments and situations.  The Fulfilment Manager is accountable for the service experience of their assigned portfolio of clients across the GPS Service value stream.

  
  
  

  The Fulfilment Manager role is hybrid in nature fulfilling tasks ranging from high visibility projects, managing client escalations, oversight of transactional support, support the fulfilment of client requirements, and help to maintain and enhance existing revenue streams.   Market and client portfolio dynamics may vary. 

  
  
  

In this role, you will:

• Accountable for the quality of query management and transactional interactions for their portfolio of clients. 
• 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/regional service escalations, inquiries and/or projects. Coordinate remediation of issues and communication to clients/internal stakeholders.
• Collaborate with Implementation and Relationship Banking teams to follow up on client requests and ensure smooth onboarding and ongoing service delivery.
• Create compelling and engaging materials tailored to client needs.
• Point person to manage fulfilment of client-initiated requests focused on existing business retention across the full range of cash management services
• Oversee local client-initiated projects; facilitate local completion of global/regional client-initiated projects.
• Engage with global/regional counterparts for maintenance requests, client queries and escalations. 
• Identify and action red flags before they become client-identified issues.
• The role holder must have a thorough understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks

To be successful you will:

• Strong knowledge of global cash management and clearing services, products, and techniques. 
• Proven ability to identify and meet customer needs through matching a broad range of products and services 
• Excellent communication skills that will convey relevant and important information in a clear and concise manner both internally and directly with clients (including senior staff)
• Strong project management skills to handle the fulfilment, onboarding and ongoing client management processes with our clients and the various products they use with HSBC
• Proven ability to identify and meet customer needs through matching a broad range of products and services
• Proven ability to deliver creative and flexible customer solutions.
• Desire to learn and stay current on Product and Industry trends
• Proven ability to deliver creative and flexible customer solutions. 
• Ability to understand a customer’s business and the fundamentals of running a business. 

You’ll achieve more at HSBC

www.hsbc.com/careers

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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