Head of Client Service and Account Management

Some careers shine brighter than others.

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of Client Service and Account Management, Global Payments Solutions.

Role Purpose

• Build and sustain a world-leading, technology-enabled, globally connected payments franchise, by providing insightful solutions to our clients, supporting their needs, achieving efficiency and growth objectives, as well as unlocking the potential of HSBC's network for our international clients.
• Lead, manage a team of 9 + FTE and transform the function (onshore and offshore) to deliver Digital First Customer Engagement by redesigning/aligning to global/regional servicing journeys to guide clients towards digital self-fulfillment.
• Drive a client-centric mindset to enhance seamless engagement and end-to-end delivery effectiveness along with GPS Sales, Implementation and Integration, and Product teams.
• Grow and retain core GPS revenue of US$80m+ through collaborative client engagement and delivery of consistent and reliable payments solutions, as well as driving digital self-fulfilment adoption rates.
• Collaborate with Coverage Teams, Regional and Global Client Services, and other Products to retain profitable client relationships.
• Enhance HSBC's profile and market position in the country through planning and execution of Thought Leadership initiatives, Client Focus Groups, Roadshows and other internal and external events.
• Build and nurture strong relationships with key clients across all segments.

Principal Accountabilities

• Manage and Transform the Client Services function to deliver Digital First Customer Engagement by redesigning servicing, journeys to guide clients towards Self- Fulfillment.
• Drive a client-centric mindset to enhance seamless engagement and end-to-end delivery effectiveness
• Grow and retain core GPS revenue through collaborative client engagement
• Establish strong relationships with strategic clients and key stakeholders including GSC Team, Coverage Teams, Regional and Global Client Services as well as business partners (where applicable)
• Collaborate with customers to support and grow their businesses, actively engage industry stakeholders and regulators (if required) and enhance HSBC's market position in the country.
• Attract, develop and retain talent and expertise within the Client Service and Account Management Team
• Manage risks impacting GPS solutions and maintain a robust Business Contingency process to reduce impact of major incidents in delivery of our solutions.

Qualifications

Requirements and Qualifications

• Minimum of 8 years working in Payments and Cash Management and/or wider banking industry.
• In-depth knowledge of industry standards related to all Cash Management products and services.
• Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.
• Ability to understand a customers' business and priorities.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.
• Excellent interpersonal people management skills and ability to interact and build relationships with internal and external stakeholders.
• Experience in driving team and individual performance to achieve customer and financial targets.

Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You'll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.