HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us? 

The Channel and Client Management Operations 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 GPS 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 GPS Client Management, including Client Implementation, and Client Servicing activities.

The Client Implementation team in GSC supports new onboarding support for CMB & GBM Corporate clients across full range of GPS products and services such as channels, payments and collections, corporate cards and liquidity solutions. Team will support corporate clients’ onboarding application form preparation, payment file development and testing, training guidance about online payment / transaction, and revenue tracking etc. to collaborate with Sales for bank’s revenue increment.      

The Opportunity:  

• Manage the provision of client service support to high-valued Global Liquidity and Cash Management (GPS clients), ensuring client expectations are exceeded and that HSBC offers a superior service to that of our competitors, drive for promoter survey results.
• Act as a client liaison and advocate, partnering with Sales, Relationship Management, Product Management, Implementations, and Operations to resolve daily cash management and payment file issues.
• 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:     

• Execute and lead onboarding projects within SLA and provide a positive and professional onboarding experience for all new customers or existing customer with new production onboard.
• Manage and coordinate complex client implementation plans involving a wide range of commercial cash management products for key country and Group business relationships.
• Take complete ownership and facilitate the end-to-end customer journey with effective & tailor-made solutions.
• Act as a Testing/Integration manager to lead and drive efficient onboarding and contributing to key business objectives e.g. digital penetration, the 1st. dollar-in payment etc.
• Ensure a direct impact to customer perception of HSBC by providing a high quality on-boarding experience.
• Accountable for delivering best-in-class onboarding experience, effectively managing any risks and issues.
• Manage the resolution of client issues via e-mail, telephone or in-person in a timely and accurate manner.
• Monitor system performance and ensure customers are notified of delivery delays and system-related issues.
• Coordination with other global GPS 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.
• Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution.
• 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, Ability to identify opportunities to streamline processes, eliminate redundancy,
• Support team managers to drive on team quality checking and MI analysis to dig out service improvement areas to contribute to business performance improvement.
• 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 minimize 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. 

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.
• Solid knowledge on HSBC Connect Journeys and flows, Swiftnet, host to host etc.
• Proven payment file testing experience and knowledge on payment formats xmlv2, xmlv3, ifile, CSV etc.
• 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, project management, problem-solving and technical skills.
• Excellent Microsoft Word, Outlook, Excel and Power point experience required.

What additional skills will be good to have?     

• TEM-4 or CET 6 required, PMP Certificate will be a plus.
• Transformation skill (RPA, Alteryx, Coding etc.).
• Experience on Transformation and Streamlining Project leading.
• 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=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.)