HSBC Group

Business: GPS Client Management Ops

Open positions: 11

Role Title: GPS Client Service Specialist (CSS)

Global Career Band: 7

Location: Quezon City, Philippines

Recruiter Name : Veronica Suarez

Why join us?

The GPS Client Management Ops is part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GPS, GTRF, and HSS products. The COE focusses on wider business activities performed by GPS Client Management, including Client Implementation, Client Servicing and corporate card activities.

The Client Servicing team in GSC supports email and phone queries from Tier 1 to 3 clients across full range of GPS products and services such as channels, payments and collections, corporate cards account services and liquidity solutions. Team will support different type of enquiries and follow-up including but not limited to amendment/ cancellations, return funds, charge details, training, troubleshooting channels issues, statement retrieval, corporate cards, mandate update, enabling of services, etc..

The Opportunity:

• The Service Specialist supports liquidity and cash management queries for across the spectrum of Global Payments Solutions (GPS) customers including Financial Institutions, Multi-National Corporations and Local Corporates. They provide service and query management end to end for all GPS products.
• Manage the provision of client service support to high-valued Global Payment Service (GPS) clients, ensuring client expectations are exceeded and that HSBC offers a superior service to that of our competitors.
• Act as a client liaison and advocate, partnering with Sales, Relationship Management, Product Management, Implementations, and Operations to resolve daily payments inquiries.
• Think laterally beyond procedures to resolve issues ensuring service TATs are met, leading to better customer relationship.
• Support customers through difficult situations such as challenging inquiries/complaints utilising negotiation skills while following guidelines in an effort to satisfy the customer

What you’ll do:

• Open daily cases to track inquiries and manage cases to resolution within agreed timeline.
• Resolve assigned cash management inquiries for all payment types (wire transfers, ACH, checks, RTP), commercial cards, statements, billing, reporting, receivables and other core cash management services.
• Monitor active case dashboard; resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Ensure that the process productivity, quality and customer experience requirements are met in accordance with standards set.
• 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.
• Complete other responsibilities, as assigned.
• Establish and maintain excellent working relationships with the key HSBC stakeholders.
• Strong written and oral communication skills in English to communicate with clients by email and calls
• Ability to adapt to changing priorities while managing requests from multiple stakeholders.
• Provide a clear and concise response to their client queries.

What you will need to succeed in the role?

• Bachelor’s degree in business, related field or equivalent work experience will be an advantage.
• Good level of business acumen and commercial awareness.
• Strong communication skills, both written and verbal.
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc.
• Time management and organization skills with ability to manage multiple time sensitive tasks.
• Analytical mindset.

What additional skills will be good to have?

• Experience working in an International Global Banking environment or International Treasury setting.
• Basic knowledge of HSBC Group companies and product ranges .
• Fluent Cantonese communication is a plus