Client Services Manager – Commercial Banking

Company: HSBC

HSBC is one of the world’s leading banks, with a network covering 74 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits.  

 

Role Overview

The role is responsible for delivering high quality post-sales client management for top tier Global Banking and Markets (GBM) and Commercial Banking (CMB) clients. This includes the Regional and Country heads of client management. The role holder will manage the provision of client service support to high-valued Payments and Cash Management (PCM) clients, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Senior Services Relationship Service Managers, Product Management and Operations to identify customized, competitive solutions.

 

Role Responsibilities:

• Communicate with stakeholders at a regional/global level; ensure effective internal and external communication and sharing of such projects

• Serve as liaison between Client Service and other project stakeholders

• Support the Regional Head of CM to ensure the performance objectives of the business are achieved

• Work beyond the scope of the Service function, to support sales, product, operations and the rest of Client Management to deliver the strategic objectives of the business

• Act as a senior service sponsor to support all top tier clients

• Accountable for delivering Client Service excellence globally effectively managing any risks and issues

• Identification of opportunities globally and effectively managing the regional CSM’s to deliver against client promises

• Identify and introduce service improvements to improve the overall client experience

• Resolves global client service issues and challenges as the final escalation point

• Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships

• Cross selling PCM products appropriate to customer needs and providing superior service support for all PCM solutions

• By analysing clients activities and providing advice and suggestions to clients to improve

• Generate referrals for other Global Businesses, e.g. Private Banking (PB), Global Banking and Markets (GBM), Retail Banking and Wealth Management (RBWM), as appropriate

• Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

 

Qualifications

 

Experience, Skills & Knowledge

• Strong knowledge of local and regional cash management with proven track record in Client Services.
• Excellent knowledge and direct experience of service provision and how customer service impacts client perception.
• Experience and understanding of managing diverse, cross-functional teams,
• Able to lead people and connect at all levels of the organization: can-do attitude
• Diligent, not afraid to get into the detail
• Self-starter, highly motivated and determined
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Excellent time management, planning and organisation skills
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Strong analytical and selling skills
• A good understanding of  the market & market trends, competitive environment and regulatory environment.

 

Commercial Banking

 

HSBC Commercial Banking operates in around 60 countries and territories, covering the developed and developing markets that matter most to our customers. Through our teams of relationship managers we connect businesses to opportunities, helping them to thrive and grow.

We work with a wide range of customers, from small enterprises to mid-market companies and large multinationals, providing them with the tools they need to function efficiently. As a cornerstone of the HSBC Group we have the financial strength to support our customers with working capital, term loans and acquisition or project finance, and the expertise to help them raise money from the stock and bond markets.

 

Why HSBC?

 

We put diversity at the heart of our business and we take our responsibility to develop our talent seriously. 

Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits.

 

What to expect at HSBC

• The chance to realise your ambitions
• Globally connected careers
• A strong emphasis on values
• Learning and development opportunities
• An inclusive, meritocratic culture
• Market-competitive benefits

Apply to Job