Client and Claims Team Leader (Azcapotzalco)

Job description. If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 Client and Claims Team Leader .

Role Purpose

The role holder is responsible for turning revenue opportunities brought by GPS Sales, RM’s and Client Service Officers into realised revenue. This position manages the end-to-end customer implementation function for General Payments Solutions (GPS), ensuring proper staffing, policies, procedures, and work tools are in place to support the function. They will also ensure all new and existing business relationships for complex, high‑value clients, including local and Group relationships, are managed to successful completion to achieve total customer satisfaction and optimised revenue.

Main Activities

• Manage the end‑to‑end client implementation process.
• Ensure a direct bottom‑line impact by enabling the flow of new revenue through the client implementation process.
• Ensure a direct impact on customer perception of HSBC by providing a high‑quality onboarding experience.
• Provide a positive and professional onboarding experience for all new customers.
• Help to generate future business from existing customers.
• Generate cross‑country referrals facilitated via Global Links.
• Generate referrals for other Global Businesses, e.g., Private Banking, GBM, WPB, as appropriate.
• Keep abreast of external factors influencing international business such as economic, cultural, geographical, procedural and regulatory requirements.
• Develop and implement processes that ensure efficient and effective customer solutions.
• Manage the ongoing maintenance of complete and accurate client documentation.
• Work with other relevant departments and ensure all documentation, policy, procedural and service issues are resolved and implemented.
• Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
• Cultivate an environment that supports diversity and reflects the HSBC brand.
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain awareness of operational risk and minimise the likelihood of it occurring, including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive customer and bank information by ensuring documents, computers, files and all confidential matters are appropriately handled as set forth by policy.
• Implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimising relations with regulators.

Requirements

• Minimum of 8 years proven and progressive cash management product set‑up and management experience or equivalent.
• Qualification to a University Degree and/or training courses.
• In‑depth knowledge of commercial cash management and electronic banking products.
• Proven ability to deliver creative and flexible customer solutions.
• Ability to understand a customer’s business and the fundamentals of running a business.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.
• Ability to interact with business customers at all levels.
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Excellent time management, planning and organisational skills.
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Strong analytical skills.
• Project Management skills.
• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimise relations with regulators by addressing any issues.
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
• 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.