Client Experience and Propositions Client Service Team Lead, Global Payment Solutions

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As our Client Experience and Propositions Client Service Team Lead, Global Payment Solutions you will:

• Lead and support the overall client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service. This includes planning and needs gathering, industry benchmarking, working with Product, Operations and Technology to deliver solutions to improve client experience for our broad range of clients.
• Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience.
• Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers.
• Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience.
• Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams. The aim is to refine processes to ensure successful delivery and utilization of both existing & new solutions.
• Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients.
• Collect and analyses feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement.

 You’ll likely have the following qualifications to succeed in this role:

• Degree holder at minimum
• Strong experience working with FIs/Corporates in a relationship/account management, client experience and/or transformation role. Specific experience with large multi-national corporations or financial institutions including Regional/Global HQ and Regional Treasury clients is preferred
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels. Comfortable working with a diverse range of global/regional/local stakeholders from across the globe. Flexible to accommodate meetings at different time zones/working hours 2-3 times a week (flexible work arrangement)
• Strong communication skills, ability to create global/regional presentations to convey and convince clients and colleagues. Excellent PowerPoint skills required
• Comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions. Excellent excel skills required
• Knowledge of industry standards related to Cash Management products and services
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Ability to understand a customer’s business and the fundamentals of running a business
• The following professional certifications will put you at an advantage: International Cash Management (Cert ICM), Lean Six Sigma, SWIFT Certified etc…

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.