Job description
Head of Institutional Services, MENA - Global Payment Solutions

0000LPIK

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
HSBC’s Global Payments Solutions (GPS) is uniquely positioned to help clients make payments across borders, currencies and regulations, quickly and efficiently. Our solutions connect businesses worldwide and support the efficient management of clients’ operations. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous awards.
This is a role responsible for the satisfaction of the overall portfolio of FIs, NBFIs, and Affiliates throughout MENAT Region. They will have accountability for the overall portfolio’s regional satisfaction for existing GPS products and services. In addition, they will drive the broadening and deepening of HSBC’s relationships with these clients from a commercial perspective through their expertise and support.

In this role, you will:

• Lead, manage and drive GPS Client Services strategy to position HSBC as a top provider for Treasury and Cash Management products / solutions
• Collectively (and with the wider GPS teams) support the delivery of bespoke solutions to maximise clients’ share of wallet through developing in-depth client relationships
• Be accountable for retention of annual revenue of client portfolio, including capturing new business opportunities and supporting growth of existing client base
• Identify opportunities to deliver Client Service excellence locally, regionally and globally; effectively managing any risks and issues. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks
• Be the point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve GPS-related client service issues and challenges as the final escalation point, working and collaborating with Implementation, Sales, RMs and Technology
• Coordinate global service delivery with counterparts (or designated service contacts) in other regions/countries across HSBC markets and be the central global contact point for service escalations
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed
• Provide analysis and recommendations to senior management on client focus, attrition, and engagement
• Continuously adapt to, balance, and prioritise different demands of their portfolio while managing requirements from multiple stakeholders
• Maintain regular dialogue with cross-market / cross-region client services teams to foster teamwork and cooperation

Requirements

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

• Previous banking background working with FIs/Corporates in a sales, relationship, or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage
• Previous experience as a people manager is a must
• Have a comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
• Strong knowledge of global cash management and clearing services, products, and techniques
• Experience of building and managing complex relationships with strategic customers
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances etc.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Must thrive in a complex matrix environment with several stakeholders with differing goals/expectations
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms
• Graduation degree is a must – to secure a UAE Visa and Work Permit

For further details and application information please visit our careers site, searching under reference number 0000LPIK.
You’ll achieve more at HSBC.
www.hsbc.com/careers
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.
We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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 Hong Kong and Shanghai Banking Corporation Limited.
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization, and promote an environment that supports diversity and reflects the HSBC brand.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also, by addressing any areas of concern in conjunction with line management and/or the appropriate department.

In this role, you will:

• Lead, manage and drive GPS Client Services strategy to position HSBC as a top provider for Treasury and Cash Management products / solutions
• Collectively (and with the wider GPS teams) support the delivery of bespoke solutions to maximise clients’ share of wallet through developing in-depth client relationships
• Be accountable for retention of annual revenue of client portfolio, including capturing new business opportunities and supporting growth of existing client base
• Identify opportunities to deliver Client Service excellence locally, regionally and globally; effectively managing any risks and issues. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks
• Be the point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve GPS-related client service issues and challenges as the final escalation point, working and collaborating with Implementation, Sales, RMs and Technology
• Coordinate global service delivery with counterparts (or designated service contacts) in other regions/countries across HSBC markets and be the central global contact point for service escalations
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed
• Provide analysis and recommendations to senior management on client focus, attrition, and engagement
• Continuously adapt to, balance, and prioritise different demands of their portfolio while managing requirements from multiple stakeholders
• Maintain regular dialogue with cross-market / cross-region client services teams to foster teamwork and cooperatio

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

• Previous banking background working with FIs/Corporates in a sales, relationship, or account management role. Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage
• Previous experience as a people manager is a must
• Have a comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
• Strong knowledge of global cash management and clearing services, products, and techniques
• Experience of building and managing complex relationships with strategic customers
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances etc.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Must thrive in a complex matrix environment with several stakeholders with differing goals/expectations
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms
• Graduation degree is a must – to secure a UAE Visa and Work Permi