Global Payment Solutions Client Service Assistant Manager

Jop Purpose:

The role holder will manage the provision of client service support to high-valued Global Payment Solutions (GPS) 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 Relationship Managers, Product Management and Operations to identify customized, competitive solutions.

• 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 GPS products and providing superior service support for all GPS solutions.
• By analysing clients activities and providing advice and suggestions to clients to improve Generate cross country referrals facilitated via Global Links.
• Generate referrals for other Global Businesses, e.g., CIB, IWPB, as appropriate.
• Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.
• Interaction with other global GPS units including clients, global service teams, Sales, Product Management and other elements of Client Management.
• Provide analysis and recommendations to senior management.
• Ongoing partnership with all client service teams
• Maintain regular dialogue with client service staff to foster teamwork and cooperation
• Provide guidance to in country staff on service related issues.
• Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted.
• Identify client requirements, working with RM’s and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business.
• Work closely with Sales to provide input and ensure proper levels of support are achievable
• Participate in developing GPS client management strategy
• Defining and implement GPS standards to govern client segmentation and the provision of best-in-class support.
• Ensure protection of the Bank’s market share and income from Corporate & Institutional Banking and premium Corporate Institutional Banking relationships.
• Respond within agreed timelines to issues raised by audit and external regulators.
• Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
• Ensure all activity documentation is complete to provide performance tracking

Qualifications:

• Bachelors degree in business, related field or equivalent work experience.
• Minimum of 5 years working in the 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
• Proven ability to deliver creative and flexible customer solutions.
• Ability to understand a customers business and the fundamentals of running a business
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Ability to interact with business customers at all levels
• 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, problem-solving, technical
• Experience in driving team and individual performance to achieve customer and financial targets

https://www.hsbc.com.tr/medium/document-file-7655.vsf