Senior Account Manager - Global Payments Solutions

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If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

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.

We are now inviting qualified individuals to join this team in the role of Senior Account Manager - Global Payments Solutions (GPS)

Principal Accountabilities

• Responsible to handle clients’ queries on all cash management products, queries on channel of delivery, checking of channel/ product related documents from overseas office, checking & forwarding completed related documentation to relevant team using the Bank’s transmission channels
• Identifying, initiating and implementing effective Global Payments Solutions (GPS) product solution initiatives around client needs that drive the acquisition of profitable new GPS business and growth of existing customers using higher – value GPS products;
• Acting as the point of contact for selected top tier clients, taking ownership on all payments and cash management related enquiries, offering customised service support and assisting clients in resolving all operational issues.
• Managing the customer service team to provide excellent domestic and regional customer service to meet clients’ increasing expectations.
• Liaising with/visit customers independently and making decision relating to customer’s daily operational issues. He/she is required to liaise with group offices to ensure a high standard of service is provided in Malaysia and across the region.
• Exercising broad discretion in carrying out his/her duties without making reference to his/her superior on day-to-day matters. He/she needs to identify customer needs and make decision relating to promotion/cross-selling of GPS products and other banking services where appropriate.
• Having close co-ordination with Product Team and Implementation Team in order to be updated on future releases/enhancements to GPS Products.
• Being in constant communication with GPS Sales team, updating the sales consultant on issues that require further hand-holding with the customer
• Ensuring all client enquiries are resolved to their satisfaction through intensive liaison with other departments locally and globally and establishing Service Level Agreements (SLAs) with internal departments.
• Securing business opportunities through cross-selling to expand the Bank’s market share of GPS. Maintaining a close relationship with clients through visits, courtesy calls and/or on the phone.
• Being creative and innovative in offering customised operational GPS solutions to customers within the constraints of the current systems/operations.
• Being very well-versed with policy and procedures changes to be in a position to provide sound advice to GPS customers.

Requirement

• A degree holder with at least 3 years’ experience in areas involving direct contact with large/multinational customers.
• Knowledge on payment flows, SWIFT messages, ability to discuss host to host solutions, ability to hold a conversation about SAP/Oracle and other ERPs.
• Have basic commercial banking experience (comprehension of cash flow, basic accounting and basic knowledge of banking).
• Possess strong drive and initiative with an exceptional commercial acumen to acquire new business.
• Be a team player and have a penchant for change. The incumbent must possess an affinity to be with customers and challenged to exceed customers’ expectations.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritised.

You’ll achieve more when you join HSBC.

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Issued by HSBC Bank Malaysia Berhad