ICG Client Service Team Lead

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose, Opening Up a World of Opportunity, explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

The ICG Team Lead is responsible for ensuring that the entire NBFI and Affiliate portfolio is managed in line with the Global Payments Solutions client satisfaction and retention targets.  This people manager ensures that their team succeeds at all objectives as defined in their individual scorecards.  The team consists of Regional Account Managers, Client Service Managers, and Team Leads based in three countries.

The Service and Account Management function within Global Payments Solutions ensures that clients receive a superior and consistent experience across their entire suite of HSBC cash management products and services. The Team Lead acts as a coach, mentor, escalation point, and strategic change agent – maintaining a high level of customer service while improving upon the department’s ways of working.

As a Team Lead you will:

• Manage the liquidity and cash management needs of a portfolio of Non-Bank Financial Institutions, and Affiliate Clients. Maintain close relationships with decision makers and key influencers in our top clients’ RHQ/GHQ Treasury and Finance organisation
• Foster a culture of confidence, ownership, and innovative thinking. Build a strong network of trust and collaboration with internal stakeholders from Sales, Coverage, Operations, and senior management throughout the bank
• Accountable for identifying opportunities to deliver Client Service excellence within the region and globally; effectively managing risks and issues. The candidate must have a strong understanding of the cash management business, especially payments and client connectivity
• Coordinate global service delivery with Client Service counterparts in other regions/countries across HSBC markets and be the central contact point for service escalation matters within the home region
• Monitor metrics and performance indicators (KPIs, OKRs, SLAs) and implement remedial actions as needed
• Support clients beyond normal business hours when aligned to specific client requirements, HSBC business requirements or exigencies

Qualifications

• Previous banking experience working with FIs/Corporates in a sales, relationship, or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage.
• Proven track record managing a medium-sized team of front-line staff (10+ individuals)
• Strong knowledge of global cash management and clearing services, products, and techniques.
• Ability to understand a treasury customer’s business, and the fundamentals of running that business.
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances, etc.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• The following professional certifications will put you at an advantage: International Cash Management (Cert ICM), Lean Six Sigma, SWIFT Certified, Certified Treasury Professional (CTP)

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.