HSBC Group

HSBC Global Trade Solutions is committed to helping companies of all sizes from every part of the world grow their business across borders. Offering a comprehensive range of forward-thinking supply chain and trade solutions, the business has been repeatedly recognized by the industry’s most prominent publications and associations with numerous awards for its strength in combining innovation and service excellence with end-to-end customer solutions.

People responsibility: N

Report to: Country Head of GTS

Job content: 

1. The Client Implementation (CI) role is responsible for leading the implementation of operational plans and priorities to drive delivery of client implementation programs as part of the end-to-end client execution and transaction fulfilment lifecycle.
2. The Client Implementation (CI) will cover the work of initial kick-off meetings with customers, understand their needs, simply file upload (CSV, XML), H2H, explain to customers what HSCF is, what capabilities are available, define the invoice file specification, conduct training/demo to internal team e.g. GTS sales and customers, setting up buyer and supplier in HSCF UAT and Production once GTS sales confirm onboarding docs/facility are ready, and provide initial support to customers when they get onboard to HSCF. 

This position manages the end-to-end customer implementation. The tasks for this role will include all of the following:

1. Manage the end-to-end client implementation process
2. Leverage Client feedback to shape client proposition and new product development activity
3. Ensure that there is a flow of new revenue through the client implementation process
4. Provide a positive and professional on-boarding experience for all new customers
5. Develop a close relationship with customers, managing these relationships and client expectations from sales, implementation/on-boarding and go-live to business as usual and migration to Client Services ownership
6. Ensure all new and existing business relationships for complex, high-value clients, including local and Group relationships, are managed to successful completion to achieve total customer satisfaction and optimised revenue while delivering fair customer outcomes
7. Work closely with colleagues across the Group, to provide support on deals with priority or complex clients and ensuring alignment in business objectives regarding target client groups
8. Ensure Credit/Risk recommendations, KYC (Know Your Customer) Procedures and other Procedures Guidelines/Manuals are implemented and adhered to

1. Bachelor degree or above, majored in business related 
2. Requires a strong knowledge of Trade and its underlying technology, implementations processes and the ability to manage multiple stakeholders and face clients/service clients
3. Years of relevant experience and with strong communication skills
4. Pro-active and business orientated with proven ability to prioritize, manage conflicting demands and ability to assess stakeholder needs to improve customer experience 
5. Negotiation skills, change management skills and successful teamwork across various disciplines will add significant value to the success of this role
6. Can work under time pressures. 
7. Planning, time management and resource management skills 
8. Show resilience under pressure and provide best in class solutions
9. Understanding/certification on SWIFT and SAP will be an advantage
10. English and Chinese abilities are essential