Portfolio Manager

Global Payment Solutions

Global Payment Solutions (GPS) is made up of almost 10,000 colleagues across 58 countries and territories. This business is uniquely positioned to help clients make payments across borders, currencies and regulations, quickly and efficiently with dedicated in-country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional, and country awards. 

In this role, you will:

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

The Portfolio Manager role is hybrid in nature fulfilling tasks ranging from high visibility projects, managing client escalations, oversight of transactional support and optimization of client service activity.   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.

Basic Job Expectations

• Accountable for the quality of query management and transactional interactions for their portfolio of clients.

• Ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed.
• Accountability for client escalations; business-as-usual escalations as well as global/regional service escalations, inquiries and/or projects. Coordinate remediation of issues and the communication to clients/internal stakeholders.
• Oversee local client-initiated projects; facilitate local completion of global/regional client-initiated projects.
• Engage with global/regional counterparts for maintenance request, client queries and escalations.
• Identify and action red flags before they become client-identified issues.
• 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 projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration)

• 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 prioritise different demands of their portfolio while managing requirements from multiple stakeholders
• Provide analysis and recommendations to senior management on client focus, attrition, and engagement.

Customer Engagement

• Engage with their clients as needed to resolve escalated issues or coordinate internal or client escalated projects.  This includes but is not limited to a client’s Treasury and Finance Operations and the wider Finance and Treasury Organization.
• Ad hoc Service Reviews if requested.
• 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 reducing the need for daily interaction.

To be successful in the role, you should meet the following requirements:

Essential

• Strong knowledge of global cash management and clearing services, products, and techniques.
• Proven ability of identifying and meeting 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.
• Analytical Mindset and a love for solving problems.
• 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.
• Superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Strong analytical skills
• Strong Project Management skills

Desirable

• Degree holder
• Experience of working in an International Global Banking environment
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments