Account Manager, Global Payment Solutions

Role Purpose:

The Global Payment Solutions (GPS) Account Manager (AM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are fall above and beyond basic transactional queries.

The Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients.  The Account Manager will be accountable for the overall satisfaction with GPS produts and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a clients global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day to day basis.  Depending on the complexity and geography of the client this role will either lead the client relationship or play a supporting role on a global squad covering  the client.

Principal Accountabilities:

• Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain relationships with key influencers in the client’s local or regional Treasury and Finance organisation.
• Be accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients (revenue targets included in scorecard)
• Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues.
• Responsible for resolving assigned queries.
• Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others.
• 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.
• Field and resolve complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.
• Proven 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 service escalations, inquiries and/or projects. Coordinate remediation of issues and the communication to clients/internal stakeholders.
• Monitor client case type/activity to identify potential issues and opportunities for improvement. Proactively identify risks and issues as part of complex query oversight.
• Oversee local client-initiated projects; facilitate local completion of global client-initiated projects.
• Engage with Global counterparts for maintenance request, client queries and escalations.
• Identify and action red flags before they become client-identified issues.
• Develop and maintain internal and external contact list.
• 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 industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.
• Analyse client inquiry activity (case types) and interface with their clients to identify opportunities to:
  • Reduce service case volumes and drive digital adoption.
  • Efficient use of existing/new products
  • Improve time to service.

Experience, Skills and Qualifications:

• Strong knowledge of local and global cash management and clearing services, products, and techniques.
• 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.
• Fluency in Japanese and English (spoken, written, and reading skills)
• Strong analytical skills

Desirable:

• Previous banking experience working with FIs/Corporates in a relationship or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage.
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• Knowledgeable about banking products and services, strategies, and client relationship practices.
• Broad knowledge of HSBC Group companies and product ranges