Senior Account Manager, Global Payments Solutions

Job Description

Basic Job Expectations
• The jobholder is required to provide consistent delivery of top-quality service to Top tier Non-Bank Financial Institution Clients and Multi-national Corporate clients and achieve the overall business objective of wallet growth.

• Be accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients
• Responsible for resolving assigned queries.
• The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks.

• Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
• Maintain a client footprint with the basic information required to deliver a superior client experience.
• The point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements when they are the lead.

• Will proactively review local/regional client activity and existing solutions with GPS in order to identify any 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, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recommending new products & solutions that will benefit the client’s business operations.
• Will provide analysis and recommendations to senior management on client focus, attrition, and engagement.  Monitor metrics and performance indicators of service levels and develop and implement  remedial actions as needed.
• Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders

Customer Engagement
• Engage with their client’s operational and Treasury teams as needed or agreed to with the client. This includes but is not limited to a client’s Treasury Operations and IT teams and the wider Finance and Treasury Organization.

• Gather and maintain specific intimate knowledge of their client’s Treasury operations and how they interface with HSBC products and services.
• Engage and work cross functionally with various internal partners (Operations, Technology, Sales, and the RM) coordinating client interactions and recommendations relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their client’s satisfaction.
• Develop and deliver standard Client Service Reviews on an ad hoc basis using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and ndustry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.

Qualifications

• Overall 5-8 years of experience in transaction banking with strong knowledge of local and global cash management and clearing services, products, and techniques

• Over 5 years of front line customer handling experience.  Previous banking experience working with corporates and/or financial institutions in a relationship or account management role
• Proven ability in identifying and meeting customer needs through matching a broad range of products and services.
• Ability to understand a customer’s business and the fundamentals of running a business.

• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders.

• Ability to thrive in a complex matrix environment with several stakeholders with differing goals/expectations.
• Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc.
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.

• Strong analytical skills