Avp - Client Service Specialist - Global Banking

**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 Payments and Cash Management 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 an** AVP - Client Service Specialist.**

**Principal Responsibilities**

Impact on the Business
- Accountable for delivering Client Service excellence by effectively managing any risks and issues
- Analysing clients activities and providing advice and recommendations to clients
- Identify and introduce service improvements to improve the overall client experience
- Resolves client service issues and challenges as the final escalation point
- Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
- Cross selling of GPS products and providing superior service support for all GPS solutions
- Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.Client and Stakeholders
- Provide analysis and recommendations to clients, global service teams, Sales, Product Management and other elements of Client Management
- Ongoing partnership with Ops Team to foster teamwork and cooperation for service related issues
- Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted
- Identify client requirements, working with RM’s and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business
- Work closely with Sales to provide input and ensure proper levels of support are achievable

Leadership & Teamwork
- Establish and develop close working relationships with pertinent country and Group offices and operational areas to ensure excellent customer service
- Establish and maintain excellent working relationships with the key HSBC stakeholders
- Represent the interest of Client Service at steering committees and working groups
- Support new and existing colleagues promoting and contributing to an engagement culture
- Enhance the Bank’s image in the marketplace to build key relationships with third parties
- Act as an ambassador for the team and contribute fully to its development, effectiveness and success
- Share knowledge, experience and best practices with junior RMs within and outside of immediate team and promote a collective culture to spread experience & best practice
- Take a hands-on approach to coaching junior teams members
- Live the Group Values

Operational Effectiveness & Control
- Participate in developing GPS client management strategy
- Defining and implement GPS standards to govern client segmentation and the provision of best-in-class support
- Ensure protection of the Bank’s market share and income from Corporate & Institutional Banking and premium Commercial Banking relationships
- Respond within agreed timelines to issues raised by audit and external regulators
- Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns
- Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators
- Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting
- Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy
- Ensure all activity documentation is complete to provide performance tracking

Requirements

**Requirements**:
Essential
- Minimum of 3 years working in the banking industry
- In-depth knowledge of industry standards related to all Payment Solutions and Cash Management products and services
- Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Proven ability to deliver creative and flexible customer solutions
- Good level