HSBC Group

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 Client Management

Role Purpose:

The Global Payment Solutions (GPS) Account Manager (AM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are fall above and beyond basic transactional queries.

The Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients.  The Account Manager will be accountable for the overall satisfaction with GPS produts and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a clients global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day-to-day basis.  Depending on the complexity and geography of the client this role will either lead the client relationship or play a supporting role on a global squad covering the client.

Main Activities:

• Responsible for resolving assigned queries.
• Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others.
• The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks.
• Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
• Maintain a client footprint with the basic information required to deliver a superior client experience.
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• The point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements when they are the lead.
• The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
• Will proactively review local/regional client activity and existing solutions with GPS to identify any opportunities to improve the client’s experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improved data/payment security, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recomending new products & solutions that will benefit the client’s business operations.
• Will provide analysis and recommendations to senior management on client focus, attrition, and engagement.
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
• Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders.

• Strong knowledge of local and global cash management and clearing services, products, and techniques.
• Proven ability in identifying and meeting customer needs through matching a broad range of products and services.
• Ability to understand a customer’s business and the fundamentals of running a business.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Previous banking experience working with FIs/Corporates in a relationship or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage.
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• Knowledgeable about our competitors’ products and services, strategies, and client relationship practices.
• Broad knowledge of HSBC Group companies and product ranges

Competencies

• Ability to thrive in a complex matrix environment with several stakeholders with differing goals/expectations.
• Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc.
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
• Strong analytical skills.
• Ability to travel.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Process Mexico Private LTD***