Job Advert Details
The role holder will manage the provision of client service support to high-valued Global Payment Solutions (GPS) clients, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Relationship Managers, Product Management and Operations to identify customized, competitive solutions.
- Accountable for delivering Client Service excellence globally effectively managing any risks and issues.
- Identification of opportunities globally and effectively managing the regional CSM’s to deliver against client promises.
- Identify and introduce service improvements to improve the overall client experience
- Resolves global client service issues and challenges as the final escalation point.
- Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships.
- Cross selling GPS products and providing superior service support for all GPS solutions.
- By analysing clients activities and providing advice and suggestions to clients to improve Generate cross country referrals facilitated via Global Links.
- Generate referrals for other Global Businesses, e.g., CIB, iWPB, as appropriate.
- Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.
- Interaction with other global GPS units including clients, global service teams, Sales, Product Management and other elements of Client Management.
- Provide analysis and recommendations to senior management.
- Ongoing partnership with all client service teams
- Maintain regular dialogue with client service staff to foster teamwork and cooperation
- Provide guidance to in country staff on service related issues.
- Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted.
- Identify client requirements, working with RM’s and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business.
- Work closely with Sales to provide input and ensure proper levels of support are achievable
- Participate in developing GPS client management strategy
- Defining and implement GPS standards to govern client segmentation and the provision of best-in-class support.
- Ensure protection of the Bank’s market share and income from Corporate & Institutional Banking and premium Corporate Institutional Banking relationships.
- Respond within agreed timelines to issues raised by audit and external regulators.
- Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
- Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
- Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
- Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
- Ensure all activity documentation is complete to provide performance tracking
Qualifications
- Bachelors degree in business, related field or equivalent work experience.
- Minimum of 5 years working in the banking industry
- In-depth knowledge of industry standards related to all Cash Management products and services.
- Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering.
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Proven ability to deliver creative and flexible customer solutions.
- Ability to understand a customers business and the fundamentals of running a business
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Ability to interact with business customers at all levels
- Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
- Excellent time management, planning and organisation skills
- Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
- Strong analytical, problem-solving, technical
- Experience in driving team and individual performance to achieve customer and financial targets
Recruiter name
Elif Alıca
Recruiter email
elifalica@hsbc.com.tr