Senior Account Manager (Azcapotzalco)

-Job descriptionIf 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.

Senior Account Manager

Role Purpose

The Global Payment Solutions (GPS) Account Manager (AM) is responsible for the general satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are fall above and beyond basic transactional queries. The Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients. The Account Manager will be accountable for the overall satisfaction with GPS products and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a clients global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day‑to‑day basis. Depending on the complexity and geography of the client this role will either lead the client relationship or play a supporting role on a global squad covering the client.

Main Activities

Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multinational Corporations and Local Corporates. Maintain relationships with key influencers in the client’s local or regional Treasury and Finance organisation.

• Be accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients (revenue targets included in scorecard)
• Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues.
• Responsible for resolving assigned queries.
• Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others.
• 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.
• Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
• Maintain a client footprint with the basic information required to deliver a superior client experience.

In addition to the above activities, the Senior Account Manager will also be:

• The point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements when they are the lead.
• The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
• Will proactively review local/regional client activity and existing solutions with GPS to identify any opportunities to improve the client’s 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 recommending new products & solutions that will benefit the client’s business operations.
• Will provide analysis and recommendations to senior management on client focus, attrition, and engagement.
• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
• Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders.

Requirements

• Strong knowledge of local and 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.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues.
• Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Comfortable working in a fast‑paced work environment; continually changing lines of communication, technological advances etc.