Description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

The Global Payment Services (GPS) Client Service Manager/Specialist is responsible for developing strong service focused relationships with our clients to understand their business and utilization of our products. The GPS Client Service Manager with HSBC is a seasoned professional with a deep understanding of treasury operations and GPS products.

As our GPS Client Management Manager you will:

• Visibility of and ultimate oversight for all service case activity. Direct accountability and responsibility to field and resolve complex service inquiries

• Provide regular analysis of client activity and establish a regular cadence with covered clients to identify opportunities to:

• Reduce service case volumes; increase self-service volumes

• Improve time to service

• Measure and maintain exceptional client experience as identified by the customers

• Identify and action red flags before they become client-identified issues

• Single point of contact for business as usual escalations for covered clients and other internal stakeholders supporting the clients

• Coordinate global service delivery with counterparts (or designated service contacts) in other regions across 68 markets and act as the central global contact point for service escalation issues globally

For this role, HSBC targets a pay range between $64,700 and $97,100.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

Qualifications

You´ll likely have the following qualifications to succeed in this role:

• Strong knowledge of GPS products and services or other relevant industry expertise

• Excellent time management, planning and organizational skills

• Strong focus on client experience and client success; ability to connect the dots between the role and customer impact

• Provide an excellent client experience by looking at every interaction from the client’s point of view

• Ability to manage a high workload

• Excellent analytical skills and attention to details

• Ability to mobilize internal stakeholders and resources to quickly understand and resolve client issues

• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders

• Be adaptable to and advocate for organizatonal change

• Continuously look for innovative ways to improve business outcomes and add value to clients, stakeholders and colleagues

• Evaluate customer information to identify and achieve ways to differentiate and improve the client experience and ensure client success

• Actively engage with colleagues across HSBC to ensure that all client’s needs are met at the first point of contact

• Deliver fair outcomes for our clients and ensure own conduct maintains the orderly and transparent operation of financial markets

• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issue

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

#wayup

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

Job Field: Operations

Primary Location: North America-United States-New York-Buffalo

Req ID: 0000K57R