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Job Profile

The GPS Global Account Manager (GAM) is responsible for the satisfaction of a portfolio of highly complex, Global Payments Solutions (GPS) clients with a global footprint. The GAM is a bespoke client experience point of contact for these select GPS relationships and will be deployed exceptionally for client relationships that require a senior level of support. They will have accountability for their clients global and regional satisfaction for existing GPS products and services. In addition, they will support the broadening and deepening of HSBCs relationships with these clients from a commercial perspective through their expertise and support.

The purpose of this role is to ensure clients receive a superior GPS client experience consistent across their global GPS footprint. The GAM will act as the clients focal point of contact for service needs; leading a global/regional squad of service professionals to ensure their clients needs are met in all countries. The GAM will be accountable for the clients satisfaction with the GPS products and services; providing a positive and professional client experience . This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through periodic Client Service Reviews, oversight of client initiatives and projects, and proactively managing the GPS client relationship on a day to day basis.

They will be a global point of contact for Treasury and Cash Management projects related to existing HSBC products and services and work on behalf of the client with internal stakeholders around the globe including Technology (payments and digital), Sales, Product Management and Operations to identify and maintain competitive solutions that exceed their client expectations.

Basic Job Expectations

• Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain close relationships with decision makers and key influencers in the clients RHQ/GHQ Treasury and Finance organisation.

• Accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients.

• Accountable for the identification of 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.
• A GAM must have superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms.

• Maintain full logical and technical client business footprint globally (e.g. accounts, services, profiles, users, mailboxes and encryption protocols, file exchanges, etc.)
• Point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve cash management 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 escalation matters.
• Point person to lead projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
• Proactively review global client activity and existing solutions with GPS in order to identify any opportunities to improve the clients experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improved data/payment security, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships and increase wallet share by recomending new products & solutions that will benefit the clients business operations.
• Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders.
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed. Including Attrition analysis and managedement.
• Exceptionally support clients beyond normal business hours aligned to specific client requirements, HSBC business requirements or exigencies.
• Provide analysis and recommendations to senior management on client focus, attrition, and engagement.
• As Regional/Global Account Manager, maintain regular dialogue with in-country client service teams to foster teamwork and cooperation. Provide guidance to in-country service staff on service-related issues, managing escalations from clients regional office (RHQ/GHQ).

Customer Engagement

• Engage with their clients on a regular basis as agreed with the client. This includes but is not limited to a clients Treasury Operations and IT teams and the wider Finance and Treasury Organization.
• Gather and maintain specific intimate knowledge of their clients Treasury operations and how they interface with HSBC products and services.
• Understand how HSBC products and services meet their clients operational needs and how to enhance those products and services to streamline and improve processing for both HSBC and the client reducing the need for daily interaction.
• Work globally with internal partners as a project manager for clients bespoke Treasury projects ensuring client deadlines are understood, achievable and met. Must be comfortable negotiating with their client if deadlines are unreasonable.
• Engage and work cross functionally with various internal partners (Operations, Technology, Product, Sales and LoB) coordinating client interactions and recommendations relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their clients satisfaction.
• Develop client tailored Client Existing Service/Business Reviews, using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and industry benchmarks. Work with the client and internal stakeholders to remediate and improve pain points to benefit the client.

Qualifications

Essential

• Previous banking experience 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.
• Strong knowledge of global cash management and clearing services, products, and techniques.
• Proven ability in identifying and meeting customer needs through matching a broad range of products and services.
• Proven ability to deliver creative and flexible customer solutions.
• Ability to understand a customers business and the fundamentals of running a business.
• 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 time management, planning and organization skills with ability to manage multiple time sensitive tasks.
• 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.
• Strong analytical skills
• Strong Project Management skills
• Ability to travel.
• Degree Holder

Desirable

• Experience of working in an International Global Banking environment
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• Knowledgeable about our competitors products and services, strategies, and client relationship practices.
• Broad knowledge of HSBC Group companies and product ranges
• The following professional certifications will put you at an advantage: International Cash Management (Cert ICM), Lean Six Sigma, SWIFT Certified.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

Youll achieve more at HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India