HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join 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 Manager Client Service Support - GLCM DIGI_PCMOTH_HK_CLNT SERV.

Principal responsibilities

• Resolve queries received via email, phone, or any other channels, within SLA, resolve identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Accountable for delivering best-in-class Client Service experience, effectively managing any risks and issues; take complete ownership and facilitate the end to end customer journey.
• Act as a GLCM consultant for a dedicated portfolio of clients, focusing on handling complicated client groups and queries and contributing to key business objectives eg digital penetration, etc, act as an ambassador for the team and contribute fully for its development, effectiveness and success. Share knowledge, experience, best practices with team members within and outside of immediate team.
• Identify and resolve daily cash management inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services.
• Ability to identify opportunities to streamline processes, eliminate redundancy; Coordination with other global GLCM units including international service teams, Senior Account Managers, Sales, Product Management, and Implementations amongst others supporting the business, to resolve client requests/issue/escalations.
• Establish and maintain excellent working relationships with the key HSBC stakeholders; establish and develop close working relationships with pertinent operational areas to ensure excellent service.
• Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution; Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.
• Ensure all activity documentation is complete to provide performance tracking. Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
• Support team managers and drive any projects to enhance customer experience and process effectiveness.
• 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, and maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Live the Group Values.

• Bachelor’s degree in business, related field or equivalent work experience.
• Knowledge of industry standards related to all Cash Management products and services.  Min 4-5 years of corporate cash management and corporate clients fronting experience.
• Strong Customer Orientation and passionate about delivering superior customer service.
• Experience with, or knowledge of, local regulatory requirements related to Anti-Money Laundering and/or Sanctions Compliance (preferred). Proven ability to deliver creative and flexible customer solutions.
• Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations.
• Excellent time management, planning and organization skills; Ability to manage and resolve/complete multiple competing priorities, projects, and inquiries. Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels.
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations required. Strong analytical, problem-solving and technical skills.
• Excellent Microsoft Word, Outlook, and Excel experience required.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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

You’ll achieve more when you join HSBC.

HSBC is 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. 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.