Job description

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. 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.

Global Payments Solutions is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional and country awards.  

We are currently seeking a high calibre professional to join our team as a Senior Vice President, Client Experience and Propositions. 

Principal Responsibilities

  • Leads and supports the overall client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service. This includes planning and needs gathering, industry benchmarking, working with Product, Operations and Technology to deliver solutions to improve client experience for our broad range of clients
  • Client Advocate
    • Processes and Client Journeys
      • Voice of the client – support global/regional client advisory/counsel to ensure new/existing products meet client’s requirements, feeds into Product for prioritization of enhancements
      • Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience
    • Client Segmentation and proposition
      • Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers
    • Client Engagement – Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience
  • Commercialization
    • Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams. The aim is to refine processes to ensure successful delivery and utilization of both existing & new solutions
    • Communications – Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients
    • Collect and analyses feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement
    • Familiar and comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions
Requirements
  • Degree holder at minimum
  • 10 years’ experience working with FIs/Corporates in a relationship/account management, client experience and/or transformation role. Specific experience with large multi-national corporations or financial institutions including Regional/Global HQ and Regional Treasury clients is preferred
  • Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels. Comfortable working with a diverse range of global/regional/local stakeholders from across the globe. Flexible to accommodate meetings at different time zones/working hours 2-3 times a week (flexible work arrangement)
  • Strong process orientation, able to draw up process maps and timelines with the ability to improve and create efficiency
  • Strong communication skills, ability to create global/regional presentations to convey and convince clients and colleagues. Excellent PowerPoint skills required

You’ll achieve more when you join HSBC.
www.hsbc.com/careers

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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