Team Head, Client Service and Account Management

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Business Descriptor:

Global Payments Solutions (GPS)

Global Payment Solutions is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across 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. 

Role Overview:

The Team Head, Client Services and Account Management, Global Payment Solutions is responsible for managing a team that delivers exceptional service to corporate clients, ensuring smooth transaction processing, resolving service issues, and enhancing client relationships. The role requires strong leadership, problem-solving skills, and a deep understanding of transaction banking products, including cash management, trade finance, payments, and liquidity solutions.

Principal Responsibilities:

1. Client Service & Relationship Management

• Act as the primary escalation point for high-value corporate clients, ensuring swift resolution of service issues.
• Build strong relationships with corporate treasury teams, CFOs, and key decision-makers.
• Conduct periodic service review meetings with clients to address concerns and improve service levels.
• Implement proactive client engagement strategies to enhance satisfaction and retention.

2. Service Excellence & Issue Resolution

• Ensure prompt and efficient handling of client queries related to payments, collections, trade finance, and cash management.
• Monitor service turnaround times (TATs) and drive process improvements to reduce response times.
• Collaborate with internal teams (operations, technology, and product) to resolve complex service requests.
• Drive a zero-error culture by implementing quality checks and compliance measures.

3. Digital & Process Optimization

• Promote digital adoption by educating clients on online banking platforms, API banking, and automation tools.
• Identify areas for process automation to enhance transaction efficiency.
• Work with IT and product teams to improve digital self-service capabilities for clients.

4. Team Leadership & Performance Management

• Lead and mentor a team of client service managers/executives.
• Set clear performance metrics (response time, issue resolution rate, client satisfaction).
• Provide regular training and knowledge-sharing sessions on transaction banking products and best practices.
• Foster a culture of proactive client engagement and service excellence.

5. Compliance & Risk Management

• Ensure all client transactions and service requests comply with regulatory guidelines and internal policies.
• Monitor service risks and escalate potential issues to the risk and compliance teams.
• Stay updated on banking regulations related to transaction banking services.

Key Performance Indicators (KPIs):

• Net Promoter Score (NPS): Increase client loyalty and advocacy
• Service Turnaround Time (TAT): Reduction in response and resolution time
• Digital Adoption Rate: Increase in corporate clients using online banking solutions
• Issue Resolution Rate: X% of client issues resolved within SLA
• Cross-Sell & Upsell Contribution: Identify opportunities to expand client wallet share

Qualifications & Experience:

• Education: MBA/Graduate in Finance, Banking, or related field.
• Experience: 7-12 years in client servicing, relationship management, or operations in transaction banking (cash management, payments, trade finance, liquidity management).

Skills:

• Strong understanding of corporate transaction banking products.
• Excellent client relationship and problem-solving skills.
• Experience in managing a client servicing team.
• Knowledge of digital banking platforms, API banking, and cash management solutions.
• Strong analytical skills and ability to drive process improvements.
• Ability to work under pressure and manage multiple client priorities.

Why Join Us?

• Opportunity to work with leading corporate clients and drive service excellence in transaction banking.
• Lead a high-performing team and shape client engagement strategies.
• Exposure to digital banking innovations and process automation.
• Competitive compensation and career growth opportunities.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

HSBC is 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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India