Client Service Team Head (Global Outbound), Global Payments Solutions

at  HSBC

Job description

Your main responsibilities will include:

• Leading and managing a team of Client Account Managers to implement the client service proposition within the bank’s wholesale bank client base, particularly offshore.
• Overseeing a number of key priority clients, contributing to the consistent delivery of top-quality service across the portfolio, portfolio growth and deployment of client service propositions to our local/regional/global clients.
• Assisting with streamlining the end-to-end client fulfillment model based on internal initiatives and customer feedback.
• Contributing to the strategic direction for consistent delivery of a top quality and market leading Client Service function.Identifying, suggesting and implementing process improvements and furthering the end-to-end client fulfilment model with internal initiatives and client feedback.
• Leading the harmonisation of client service standard globally, resolving complex client issues and ensuring client satisfaction is achieved

To be successful in this role, you will need:

• Significant client service experience in a banking environment, managing the Payments and Cash management needs of Financial Institutional clients.
• Demonstrated people and team management experience, leading, coaching and motivating team and individual performance to meet customer and financial targets.
• In-depth knowledge of financial institution industry standards related to Payments & Cash Management solutions.
• Experience with, or knowledge of, local regulatory requirements related to Anti-Money Laundering.
• Proven ability to manage senior client and stakeholder relationships, engagement and client satisfaction.
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels, through a sound understanding of customers’ businesses and priorities.
• Strong analytical and problem-solving skills, able to effectively manage time and organise conflicting priorities.
• Excellent written and verbal communication skills with ability to deliver compelling presentations.
• Bachelor’s degree in business or a related field is an advantage