Fulfillment Manager

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

The Global Payments Solution (GPS) Fulfilment Manager role supports broad group of client relationships across value segments and situations.  The Fulfilment Manager is accountable for the service experience of their assigned portfolio of clients across the GPS Service value stream.

The Fulfilment Manager role is hybrid in nature fulfilling tasks ranging from managing client escalations, oversight of transactional support, support the origination of new revenue sources and help to maintain and enhance existing revenue streams.   Based on the market and client portfolio dynamics, the role can be dedicated to support a group of account managers or lead a portfolio of clients or aligned to a business activity specialization. You will aid in identifying and fulfilling innovative cash and liquidity management solutions to a defined portfolio of Financial Institution clients thus maximizing commercial profitability and relationship depth. In this role, you will also contribute to the product pricing, while reviewing and negotiating the full range of cash management services.  You will also collaborate with Implementation throughout the fulfillment process to ensure smooth onboarding.  Activities will include continuous engagement with Relationship Banking teams and proactively connecting with Product teams to growing your knowledge of cash management products. 

Basic Job Expectations

• Accountable for the quality of query management and transactional interactions for their portfolio of clients.
• Address and resolve client requests and issues related to cash and liquidity management solutions, ensuring timely and accurate support.
• Create compelling and engaging sales presentations and materials tailored to client needs.
• Collaborate with Implementation and Relationship Banking teams to follow up on client requests and ensure smooth onboarding and ongoing service delivery.
• Ability to evaluate options for resolution of complex opportunities, weigh pros/cons of approaches and escalate challenges when needed.
•  Assist in reviewing, pricing, and negotiating the full range of cash management services, including supporting cost reduction initiatives for clients.
• Accountability for client escalations; business-as-usual escalations as well as global/regional service escalations, inquiries and/or projects. Coordinate remediation of issues and communication to clients/internal stakeholders.
• Oversee seamless onboarding of new products and services working collaboratively with local/regional and global teams
• The role holder must have a thorough understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks
• Point person to manage fulfilment projects focused on existing business retention
• Proactively review client GPS activity to identify 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 etc.
• Continuously adapt to balance and prioritize different demands of their portfolio while managing requirements from multiple stakeholders
• Provide analysis and recommendations to senior management on client focus, cross sale opportunity, attrition, and engagement.
• Understand how HSBC products and services meet their client’s operational needs and how to enhance those products and services to streamline and improve processing for both HSBC and the client by reducing the need for daily interaction.

Qualifications

• Strong knowledge of global cash management and clearing services, products, and techniques.
• Sales, Relationship Management and/or relevant Cash Management Sales experience
• Strong quantitative skills and an understanding of Payments, Liquidity & Cards related products
• Excellent communication skills that will enable conveying relevant and important information in a clear and concise manner both internally and directly with clients (including senior staff)
• Strong project management skills to handle the pre-sales, fulfilment, onboarding and ongoing client management processes with our clients and the various products they use with HSBC
• Solid multitasking skills with a keen focus on continuously improving efficiency and performance
• Proven ability to identify and meet customer needs through matching a broad range of products and services
• Proven ability to deliver creative and flexible customer solutions.
• Ability to understand a customer’s business and the fundamentals of running a business.
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances etc.
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Desire to learn and stay current on Product and Industry trends
• Superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Analytical Mindset and a love for solving problems.
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
• Ability to learn and use a variety of HSBC technology platforms to support internal and client projects
• Strong skills in Outlook, Word, Excel, PowerPoint, and Project Management

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.”

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