Senior Account Manager

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 more than 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 Global Payment Solutions (GPS) Senior Account Manager (SAM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are fall above and beyond basic transactional queries.

The Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients. The Account Manager will be accountable for the overall satisfaction with GPS produts and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a clients global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day to day basis. Depending on the complexity and geography of the client this role will either lead the client relationship or play a supporting role on a global squad covering  the client.

As our Senior Account Manager, you will:

• Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain relationships with key influencers in the client’s local or regional Treasury and Finance organization
• Accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients (revenue targets included in scorecard)
• Maintain a client footprint with the basic information required to deliver a superior client experience
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed
• Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues
• Review local/regional client activity and existing solutions with GPS in order to identify any opportunities to improve the client’s experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improved data/payment security, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recomending new products & solutions that will benefit the client’s business operations
• Engage with their client’s operational and Treasury teams as needed or agreed to with the client. This includes but is not limited to a client’s Treasury Operations and Information Technology (IT) teams and the wider Finance and Treasury Organization
• Develop and deliver standard Client Service Reviews on an ad hoc basis using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client

You´ll likely have the following qualifications to succeed in this role:

• Strong knowledge of local and global cash management and clearing services, products, and techniques
• Ability to understand a customer’s business and the fundamentals of running a business
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Ability to thrive in a complex matrix environment with several stakeholders with differing goals/expectations
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks

• Mandarin language and writing skillset is required

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!

The final fixed pay offer will depend on the candidate and a number of 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.