Friday , January 27 2023

HSBC Bank Careers – Client Management Senior Manager

Website HSBC

Job Description:

As our Senior Manager, you be responsible for the delivery of post-sales support to Global Banking and Markets (GBM) across a full range of Global Liquidity and Cash Management (GLCM) products. You will drive the servicing experience on existing business and new business post-mandate for clients operating GLCM business anywhere with HSBC domestically in the US or globally.

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Job Responsibilities:

  • Provide regular analysis of client activity and establish a regular cadence with covered clients to find opportunities to:
  • Point of escalation for covered clients and other internal partners supporting the clients
  • Measure and Maintain outstanding client experience as identified by the customers
  • Publish and field questions on client-specific service KPI’s
  • Optimize existing cash management practices and GLCM product consumption to drive cost, security and experience improvements
  • Improve time to service/cost to service the customer
  • Point person to lead projects focused on business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration), but that do not currently align fully with either Sales or Client Management R&R’s (or aren’t more suited to additional Sales resources in squad)
  • Maintain full logical and technical client business footprint globally (e.g. accounts, services, profiles, users, mailboxes and encryption protocols, file exchanges, etc.)
  • Coordinate global service delivery with counterparts (or designated service contacts) in other regions across up to 68 markets and be the central global contact point for service critical issue matters globally
  • Visibility of and ultimate oversight for all Client Management engagements (in-flight implementations, integrations engagements, service cases, etc.)
  • Reduce service case, implementation, and integrations volumes without reducing revenue opportunities
  • Identify and action red flags before they become client-identified issues
  • Direct accountability and responsibility to field and/or resolve service inquiries.

Job Requirements:

  • Ability or previous experience leading operational or service-related discussions with a customer
  • Shown experience running difficult conversations with both internal and external partners
  • Shown ability to deliver creative and flexible customer solutions.
  • Excellent interpersonal skills and ability to interact and build relationships with internal and external partners
  • Excellent time management, planning and organization skills
  • Strong analytical skills with a detailed understanding of how to leverage business tools and data to tell a story
  • Demonstrate partner management skills and ability to work “in the gray” for an extended period of time
  • Good understanding of global liquidity and cash management products and channels and the ability to relate to client business requirements and capabilities

Job Details:

Company: HSBC

Vacancy Type:  Full Time

Job Location: Chicago, IL, US

Application Deadline: N/A

Apply Here

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