Svp - Senior Client Service Experience Manager

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Global Payment Solutions is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional and country awards.

We are currently seeking a high calibre professional to join our team as a **SVP - Senior Client Service Experience Manager - Regional**.**

**Principal Responsibilities**
- Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally and effectively managing risks, aligned to HSBC’s core strategy of digitisation and driving client satisfaction
- Drive projects and initiatives designed to improve client experience of existing Global Banking and Commercial Banking clients, focused on Global Payment Solutions (GPS) products and solutions (i.e. Transaction Banking, specifically payments and cash management)
- Some projects would include deployment of a new query management platform and management of digital first projects like chat bots, knowledge management etc
- Work closely with the broader Client Service Team (Account Managers, Client Service Managers, Helpdesk) to drive positive change, improve processes, drive efficiencies and positively transform client journeys
- Work closely with Client Service Management on:

- Projects that will enable the retention and growth of GPS annual revenue (revenue targets included in scorecard) and further solidify GPS’ position in the market
- Initiatives that will reduce waste and improve productivity, so that existing FTE can be released and redeployed within the team for value added work (FTE redeployment targets included in scorecard)
- Initiatives that will improve client advocacy and improve mindshare
- Work closely with Global & Regional stakeholders including clients, global service teams, Sales, Relationship Managers, Product Management, Operations and Business Risk
- The individual will need to:

- Re-engineer internal processes to eliminate waste, improve productivity and save costs
- Analyse, identify and introduce process and service improvements to improve the overall client experience
- Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
- Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements
Requirements
- Degree holder
- Min 8-10 years’ experience leading and managing transformation projects in the financial industry, working with Corporates in a relationship or account management role. Specific experience with large multi-national corporations or financial institutions including Regional HQ and Regional Treasury names will be an advantage
- Knowledge of industry standards related to Cash Management products and services
- Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering
- The following professional certifications will put you at an advantage: International Cash Management (Cert ICM), Lean Six Sigma, Design Thinking, SWIFT Certified etc
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Proven ability to deliver creative and flexible customer solutions
- Ability to understand a customer’s business and the fundamentals of running a business
- Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels
- Excellent time management, planning and organization skills
- Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentation

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.