Job Description

Date Posted: 2010-07-13 Ref. JB1525218

Manager Client Services - Payments and Cash Management (PCM) Team Leader

Role Purpose
• The job holder is the focal point of contact for relationship enhancement of PCM Tier 1/2/3 customers.The cash management solutions of such customers cover multiple geographies and are complex. They require responsive and well-orchestrated regional Client Service proposition from PCM.
• Manages a team of Client Service Executives who handles the day to day enquiries, service needs and support
• Provides regional and domestic client service proposition to customers. Ensures client satisfaction. Leads and works with other areas of the Bank on the crafting and provision of service.
• Cross sells products and delivers service solutions that meet customers’ needs. Obtains feedback from customers on service improvement and for external polls and internal surveys.
• Enhances customer relationship by working closely with RMs in managing client expectation, conducting annual account planning and service reviews with customers.
• Contributes to the continued growth and improvement of PCM’s Client Service in UAE and ME through active participation in local and regional initiatives that drives PCM’s leadership position.
• The main challenge of the jobholder is to ensure the growth of PCM revenue and client stickiness in an environment where competition is intense, cash management services are increasingly sophisticated and complex and customers are more demanding than ever.
• With the growth of the business, PCM customers are not only growing in numbers but more importantly in value to the Bank. The jobholder has to manage a huge number of valued relationships while ensuring our service exceeds their expectations.

Main Responsibilities
Impact on the Business
• Provides global, regional and domestic client service; manages and grows the cash management relationships; ensures client satisfaction and acts as primary contact of PCM to customers. Leads and works with other areas of the Bank on the crafting and provision of service.
• Maximizes PCM revenue by account planning, cross selling (Incremental Wallet Share), deepening wallet share and increasing stickiness

Customers / Stakeholders
• Maintain and improve delivery of client service excellence
• Contributes to the development of a top-notched Client Service function in UAE and ME with a view to position HSBC as the leader in payments and cash management in ME
• To assume responsibility for feedback from internal/external clients for activities within the team.

Leadership & Teamwork
• Directs, leads and manages a team of Client Service Executives within and beyond their own teams on provision of PCM services to their respective customer portfolios.
• Provide guidance and support to the offshore service teams and keep them engaged and connected with the business partners in supporting your clients

Operational Effectiveness & Control
• To continually reassess the key risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices
• Create effective working relationships with other Group/Bank departments to ensure that goals are fulfilled in a timely, efficient and cost effective manner.
• Develop a culture of continuous process improvement and quality measurement.
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

Skills

• The job-holder is required to keep up-to-date on a wide spectrum of knowledge:
- Market practices
- Knowledge of the Bank’s processes, in-house systems, operations, and technologies
- Ensure oneself and the team have in-depth knowledge on HSBC’s constant flow of new and enhanced solutions.
• The job holder will be required to demonstrate broad and effective stakeholder management across various parties. The job holder will pro-actively identify internal efficiency opportunities by initiating improvement process review, engaging the cross function / cross country teams with an aim to enhance customer experience, elevating customer recognition and satisfaction.
Additionally, the jobholder needs to be creative and innovative to offer customised solutions to clients within the constraints of the current systems/operations as well as those that third parties may impose. To ensure clients are receiving the best solution, the incumbent has to proactively keep contacts with other departments and overseas group offices across regions and to make sure their workflow/procedures can match with the service proposition coherently. It is also essential for the incumbent to keep track of changes of other working parties, so as to provide the most effective solution to clients.

Experience & Qualifications
• Post Graduate University degree and relevant professional qualifications (Cert ICM / CTP).
• At least 5 years cash management experience, with proven track record in Sales and Client Services.
• Excellent knowledge and direct experience of service provision and how customer service impacts client perception.
• Experience and understanding of managing diverse, cross-functional teams,
• Able to lead people and connect at all levels of the organisation: can-do attitude
• Excellent communicator
• Self-starter, highly motivated and determined