Client Services Support (Azcapotzalco) (Xico)

Job Overview

We are currently seeking an experienced professional to join our team in the role of Client Services Support.

Account Purpose

The Global Payment Solutions (GPS) Account Manager (AM) is responsible for the global 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 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 client’s 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 an integral squad covering the client.

Main Activities

• Manage the liquidity and cash management needs of a portfolio of financial institutions, multi‑national 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).
• Identify opportunities to deliver client service excellence locally and regionally; effectively manage any risks and issues.
• Resolve assigned queries and monitor and guide the completion of all general queries and local basic queries that may be assigned to others.
• Maintain a client footprint with the basic information required to deliver a superior client experience.
• Engage with the client’s operational and Treasury teams as needed or agreed with the client, including Treasury Operations, IT and the wider Finance and Treasury organisation.
• Gather and maintain specific intimate knowledge of the client’s Treasury operations and how they interface with HSBC products and services.
• Engage and work cross‑functionally with various internal partners (Operations, Technology, Sales, and the RM) to coordinate client interactions and recommendations relating to existing GPS business.
• Be flexible and willing to go outside work assignment boundaries to ensure the client’s satisfaction.

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.
• 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.
• Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Strong interpersonal skills and the ability to interact and build relationships with internal and external stakeholders.
• Ability to thrive in a complex matrix environment with several stakeholders with differing goals and expectations.
• Comfortable working in a fast‑paced work environment; continually changing lines of communication, technological advances, etc.
• Excellent time management, planning and organisation skills with the ability to manage multiple time‑sensitive tasks.
• Strong analytical skills.
• Ability to travel.
• Previous banking experience working with FIs/Corporates in a relationship or account management role.