HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us? 

The GLCM Operations COE is part of HOST 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 GLCM, GTRF, and HSS products.  It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico).  The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC supports email and phone queries from Tier 1 to 3 clients across full range of GLCM 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 toamendment/ cancellations, return funds, charge details, training, troubleshooting channels issues, statement retrieval, corporate cards, mandate update, enabling of services, etc.

The Opportunity:  

• Manage the provision of client service support to high-valued Global Liquidity and Cash Management (GLCM) 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 cash management 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:     

• Resolve queries received via email, phone, or any other channels, within SLA.
• 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.
• 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.
• Resolve identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• 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.
• 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.
• 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.
• Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. 
• Live the Group Values.

What you will need to succeed in the role:       

• 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.

What additional skills will be good to have?     

• Strong Team Player with an ability to drive and motivate self and others.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.
• Ability to understand a customer’s business and the fundamentals of running a business. 

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.     

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0171483&sys_kb_id=4c793c401b7a1c509e15553a2d4bcb35

You’ll achieve more at HSBC

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 Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)