Account Manager

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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.

Basic Job Expectations

• 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.

Senior Account Manager

In addition to the above activities, the Senior / Account Manager will also be:

o 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.

o The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).

o 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 recomending new products & solutions that will benefit the client’s business operations.

o 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 industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.

Job Description: GPS Senior Account Manager (SAM) and Account Manager (AM)

Guidance Notes:

This job profile provides a broad overview of the Job Category Client Management and is not intended to exhaustively describe the role.

Job Profile: GCB 5/6

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.

Basic Job Expectations

• 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.

Senior Account Manager

In addition to the above activities, the Senior Account Manager will also be:

o 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.

o The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).

o 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 recomending new products & solutions that will benefit the client’s business operations.

o 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 industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.

Qualifications

Essential

• 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.

• Strong analytical skills

• Ability to travel.

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 our competitors’ products and services, strategies, and client relationship practices.

Broad knowledge of HSBC Group companies and product ranges

Additional Information

Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.