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 are fall above and beyond basic transactional queries.
Responsibilities
- 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).
- 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.
- Maintain a client footprint with the basic information required to deliver a superior client experience.
Customer Engagement
- Engage with their client's operational and Treasury teams as needed or agreed to with the client. This includes but is not limited to a client's Treasury Operations and IT teams and the wider Finance and Treasury Organization.
- Gather and maintain specific intimate knowledge of their 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) coordinating client interactions and recommendations relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their client's satisfaction.
- Develop and deliver standard Client Service Reviews on an ad hoc basis using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.
Qualifications
- 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 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/expectations.
- Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc.
- Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
- Strong analytical skills
