Commercial Cards Services Specialist - US / or UK - GPS - CMO (Night and Overnight Coverage applies

Job Profile text:

This role will support US coverage, therefore late shift timings will apply.

The commercial card service specialist team is a ring-fenced team aimed at replicating the client experience provided by card service managers. Whilst these service managers will not be geographically located in the same country as the client, they will provide the client expected service by leveraging technology. These will be service oriented individuals with the right amount of card knowledge to be able to address the different complex card queries from clients. They will not have a client portfolio, however, will own the query that they pick up from the generic pooled mailbox.

The jobholder is primarily responsible for:

• Ownership of card issues – Completely own card related issues. The service specialists will be the face of HSBC/GPS for card issues and liaise with the different departments where required. Card specialists will ensure constant updates and holding responses as appropriate.
• First Contact Resolution – Whilst there will be instances where card service specialists will have to coordinate with different teams, the endeavour will always be to drive first contact resolution, either through email and or where required via call/zoom.
• Creation of synergies between card operations, card service managers, client account manager, and contact centre.
• Compliment / support card service manager and client account manager – The card service specialist will be complimenting the CSS and CAMs for card related issues as appropriate.
• Connectivity – The jobholder will where possible engage the client through zoom video calls and not just through audio / emails.

Control:

Card service specialists are accountable for setting the ‘tone at the top’ which underpins the principles of a positive and effective internal control environment. They should exhibit leadership and direction to their teams for establishing and maintaining an effective work environment.

Conduct:

Management of conduct is a critical component of all our business activities including, for example, the Group’s strategy and business models, our culture and behaviors, our interaction with customers, our financial markets operations, and our governance and oversight processes. HSBC's approach to conduct is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.

Focus on conduct is integral to HSBC’s values and principles and supports the Group’s strategy for sustainable growth and streamlining of business processes and procedures. 

HSBC has defined the Global Outcomes relating to Conduct which must be delivered by Global Lines of Business, HOST and the Global Functions. The 15 Global Outcomes are located within the document in this link:

Global Risk FIM / Regulatory Compliance / B.25 Global Conduct Policy

Whilst all 15 Global Outcomes apply across the organization, there are more dominant or relevant Outcomes which relate to specific roles. Below is an indicative guide to show which Outcomes are more likely to apply to this job description. This should be used as a guide only and all roles within the organization should adhere to the Outcomes and the local regulatory standards and requirements relating to the markets in which they operate.

Strategy & Business Models

• Rules under this category are not applicable to this job

Culture & Behaviors 

• Our culture supports our people and empowers them to consistently do the right thing for our customers and markets in which we operate
• Our people are competent and committed to the fair treatment of customers and not disrupting the integrity of markets
• We are open to challenge, we acknowledge when things go wrong, we fix things and we learn from our mistakes
• We reward and incentivise performance, behaviours and attitudes which deliver the fair treatment of customers and uphold market integrity

Customer:

• We know our customers and understand their needs-we actively listen to them and ask the right questions
• Our products and services provide a balanced exchange of value between HSBC and our customers
• Throughout our Sales and servicing we are efficient, transparent and customer focused

Markets:

• We seek to prevent and will proactively identify actions and behaviours that constitute market misconduct, and respond appropriately
• We manage conflicts of interest and appropriately handle information to reduce the opportunity for misuse

Governance & Oversight:

• Our governance framework provides effective oversight of how we fairly treat customers and uphold market integrity
• Principal Accountabilities: key activities and decision-making areas

Impact on the Business/Function:

• Handle GPS GB and CMB (CIB) Card clients Program Admins, Treasurers, Finance Managers as one point contact for their Commercial Card queries / issues
• Contribute to the delivery of the key strategic initiatives set by Card Service leadership which will influence delivery of solutions to our customers across GBM and CMB
• Work in combination with other functions – Card Operations, Fraud Management, Country Teams, GPS Service Manager and Card Product Team to achieve end-to-end client fulfilment
• Facilitate the provision of technical guidance to clients for navigating e-Channels such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc

Typical Targets and Measures:

• Client satisfaction
• Resolution of client service issues
• High net promoter score
• Process improvements suggested and implemented

Customers / Stakeholders:

• Act as a Services champion (Subject Matter Expert) for the RMs, Sales Managers within CMB and GBM to structure the transactions and ensure and to provide service advisory solutions to the respective clients.
• Ensure positive client experiences through support, Card Solution advice and best practices in relation to GPS Commercial Cards.
• Ensure that GPS is responsive to the requirements and expectations of the Global Businesses with regard to service expectation on Commercial Cards.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Drive and maintain regular dialogue with Global Businesses to ensure alignment of objectives and effective communication of GPS Services initiatives.
• Manage commercial card process for clients to ensure positive client experience, accelerate revenue realization of won mandates, and improve transactional efficiency.
• Take ownership of clients’ cards service needs and deliver solutions aligned with client expectations which will help ensure retention of client’s business
• Constantly meet or exceed global and local service standards for internal and external clients.
• Effectively manage and record all client complaints. Ensure proper escalation is done to GPS Card Business team

Leadership & Teamwork:

• Exhibits behavior aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture
• Works cohesively with Team members including Team leader to achieve positive outcomes for the clients.
• Shares best practices and learnings within the team and takes a hands on approach in coaching new or junior team members
• Demonstrate the highest level of professionalism and integrity, setting exemplary standards of conduct to all employees
• Foster a strong, collaborative culture and positive team dynamics consistent with Group values
• Continue to develop skills, seek explicit development opportunities personally to achieve the highest levels of industry professionalism

Operational Effectiveness & Control:

• Maintain a robust and efficient control environment across GPS to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise
• Exercise judgment to assess and mitigate financial, documentary, credit, regulatory and compliance risks.
• Compliance of group policies and regulatory requirements
• Ensure that each service specialists training assigned is completed as per the mandatory requirements
• Ensure client complaints are recorded, reviewed and resolved in accordance with global and or country complaints handling standards
• Continually identify and address root cause issues that impact service levels
• Adopt preventive measures to improve and protect service levels.

Role Context:

Client experience is a significant differentiator within the transaction banking space. Across the different markets Commercial Cards are a key driver of fee income and our proposition provides a differentiator to open client discussions. There is an opportunity to build on this strength through a team of dedicated commercial cards team to support complex queries. 

With card solutions becoming more complex, clients are seeking a service specialist who are able to own the problem from start to finish, and this is being viewed as an important component of the larger card solution itself. Whilst there are generic service managers, the objective of the commercial card service specialists is to act as a go in between, as well a dual owner, that is service ownership and issue ownership – them being the singe one point of contact for all things cards at a program admin, treasurer level.

The card service specialists aligning with Group strategy, creating synergy with other country teams, and closely interacting with various internal (GB & CMB RMs, Card Operations, Service Managers, FCC, RC, Legal & Tax, etc.) and external (GB & CMB customers), global, regional and local stakeholders are important activities to be successful in the role.

While in the process of delivering to meet customers’ expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region and is also subject to internal Group parameters.  Therefore, a broad knowledge of the business environment and the commercial card business in the middle east, as well as a strong working knowledge of HSBC's operations, systems, card products and services in the region is required.

Major Challenges:

Enhance our global position as the leading international transactions bank by establishing a pioneer service culture in terms of industry best practices, undisputed leadership, and consultative solution delivery.

Given the existing competitive market landscape, the jobholder is required to keep up to date in terms of market trends, card products, and ever-changing customer’s needs.  In view of the dependency with different departments like card operations, fraud management, product, IT, it is expected the individual create a working relationship with these teams and will be required to demonstrate broad and effective stakeholder management across various parties. The job holder will pro-actively identify internal efficiency opportunities by initiating improvement process review, engaging the cross function / cross country teams with an aim to enhance customer experience, elevating customer recognition and satisfaction.

Qualifications & Experience:

• Fairly good understanding of payments, and commercial cards
• A passion for serving clients and managing clients, front line client engagement experience
• Ability to own issues, to be able to be in front of a client (via Video) and take ownership
• High commitment to service excellence and client relationship management
• Strong knowledge of back end operational process
• Fluent English language command – speaking and writing
• Strong interpersonal, influencing and communication skills
• Minimum 2 – 3 years in front line service, complex query handling