Client Service Manager, Global Payments Solutions (UAE National Role)

Client Service Manager, Global Payments Solutions (UAE National Role) - 15420

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Global Payments Solutions (GPS) is a core contributor to HSBC supporting Corporate and Institutional customers across all segments. Our payments business connects clients worldwide and enables efficient movement of monies through cash management products across payables, receivables, clearing and foreign currency, liquidity solutions and corporate credit cards.
The Client Service Manager role is based in Dubai, UAE within the Global Payment Solutions (GPS) business. This role is responsible for developing strong service focused relationships with their clients, understanding their business and utilization of our products. They will provide comprehensive management of the GPS service experience for clients, engage clients directly as required to better understand their service needs and ensure delivery as appropriate.

In this role, you will:

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  Be accountable for the service experience of an assigned portfolio of clients across the GPS Service landscape
• 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.
• Analyse client inquiry activity (case types) and interface with their clients to identify opportunities to reduce service case volumes and drive digital adoption and improve time to service.

To be successful in the role, you should meet the following requirements:

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  Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• Experience in working within a fast-paced service-oriented environment with continually changing priorities.
• Analytical mindset and a desire to solve problems for others.
• Desire to identify and meet customer needs through matching a broad range of products and services.
• Time management and organization skills with the ability to manage multiple time sensitive tasks.
• Effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders.

For further details and application information please visit our careers site, searching under reference number 15420

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