US Head of Client Service and Global Account Management GPS

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed.

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 job holder is responsible for supporting clients with GPS solutions. The job holder should be aware of opportunities that arise from client engagement and market developments, and capable of independent, creative and analytical thought to retain business and to pursue new opportunities to generate core GPS revenue.

Together with the Global Service Head of GPS and the Regional Head of GPS, developing appropriate strategies for Client Service & Account Management and focusing team direction to drive the business forward, are integral to the role. The job holder has authority in the planning and management within the function, while maintaining a collaborative working relationship with Coverage, Partners and Risk Stewards.

Responsibilities:

• Build and sustain a world-leading, technology-enabled, globally connected payments franchise, by providing insightful solutions to our clients, supporting their needs, achieving efficiency and growth objectives, as well as unlocking the potential of HSBC’s network for our international clients
• Lead, manage a team of 140+ FTE and transform the function (onshore and offshore) to deliver Digital First Customer Engagement by redesigning/aligning to global/regional servicing journeys to guide clients towards digital self-fulfillment
• Global Propositions Strategy: support strategy of Global Service propositions and drive execution
• Global Account Management: Lead the GAM team in US and provide senior leadership for GAM/Diamond Network Alliance team across the globe ensuring that global squads are meeting expectations
• Lead uptiering, training and of GAM/SAM/AM population
• Oversee KPIs, OKRs and metrics related to all client tiers and ensure Propositions/Tiers are meeting expectations and the right outcomes are being delivered to clients
• Formal Senior Service sponsorship for key client relationships Globally focused on US headquartered names
• Drive a client-centric mindset to enhance seamless engagement and end-to-end delivery effectiveness along with GPS Sales, Implementation and Integration, and Product teams
• Collaborate with Coverage Teams, Regional and Global Client Services, and other Products to retain profitable client relationships
• Enhance HSBC’s profile and market position in the country through planning and execution of Thought Leadership initiatives, Client Focus Groups, Roadshows and other internal and external events
• Build and nurture strong relationships with key clients across all segments

Essential

• Minimum of 10 years working in Payments and Cash Management
• In-depth knowledge of industry standards related to all Cash Management products and services
• Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Proven ability to deliver enhanced client satisfaction
• Ability to understand a customers’ business and priorities
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Ability to interact with business customers at all levels
• Excellent interpersonal people management skills and ability to interact and build relationships with internal and external stakeholders
• Excellent time management, planning and organisation skills
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Strong analytical, problem-solving, technical
• Experience in driving team and individual performance to achieve customer and financial targets
• Strong leadership and team motivational skills
• Proven coaching and performance management skills

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.

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!

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.