at HSBC
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**Head of Client Management - HSBC's Global Trade Solutions (GTS)** Lead HSBC's GTS Client Management team, driving exceptional customer experience for high-value clients. Manage a team of Client Managers, optimizing pricing, structures, and facility utilization for Tier 3 GTS clients. Collaborate with stakeholders to grow business volume and reduce attrition. Key responsibilities include driving customer experience initiatives, supporting business transformation, and acting as an escalation point for customer and transactional issues. Bring solid experience in customer service, sales, or operations, along with strong knowledge of core trade products, guarantees, supply chain, and receivables finance. Judgement, problem-solving, and multitasking skills are essential, with proficiency in English and local languages. Desirable: knowledge of HSBC's products, operations, and systems. Join HSBC to fulfill your potential in a globally recognized financial services organization.
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Full Job Description
Some careers shine brighter than others.
If youre looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Country Head of GTS Client Management (GCB 4)
HSBC Global Trade Solutions is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions. It has been repeatedly recognised by the industrys most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end customer solutions.
The Country Head of GTS Client Management (Head of CM) is responsible for leading the Client Management (CM) team in proactively ensuring an industry-leading customer experience among high-value GTS relationships and supporting end-to-end business needs for Tier 3 GTS customers.
[Key Responsibilities]
- Leading a team of Client Managers (CMs) to support revenue enabling and value accretive activities through delivering an exceptional customer experience for higher value clients, proactively engaging customers for business, and maintaining/growing business volume and reducing attrition by optimising pricing and structure, and driving facility utilisation for Tier 3 GTS clients
- Acting as an escalation point for local, regional, and cross-border teams related to customers and transactions in the market
- Driving collaboration among local stakeholders on customer experience, business transformation and sales initiatives
- Supporting the Country Head of GTS and Regional and Global CM on customer experience and strategic initiatives
- Grow business volume through delivering an exceptional customer experience for higher value clients and proactively engaging customers for incremental business.
- Maintain business volume, optimising pricing, and structure, and driving utilization for Tier 3 clients. Retain business through addressing customer issues and feedback/complaints related to GTS transactions; and by tracking revenue and transaction trends to identify potential opportunities and attrition risk.
- Refer new business and product cross-sale opportunities to Sales and RM teams.
- Provide customer feedback to applicable GTS teams when propositions impact the customer experience.
- Support reduction in cost to serve by increasing clients' digital footprints and driving client query elimination
[Knowledge and Experience]
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