Client Experience and Propositions Client Service Team Lead, Global Payment Solutions
About The Position
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. As our Client Experience and Propositions Client Service Team Lead, Global Payment Solutions you will: Lead and support the overall client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service. This includes planning and needs gathering, industry benchmarking, working with Product, Operations and Technology to deliver solutions to improve client experience for our broad range of clients. Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience. Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers. Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience. Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams. The aim is to refine processes to ensure successful delivery and utilization of both existing & new solutions. Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients. Collect and analyses feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement.
Requirements
- Degree holder at minimum
- Strong experience working with FIs/Corporates in a relationship/account management, client experience and/or transformation role.
- Specific experience with large multi-national corporations or financial institutions including Regional/Global HQ and Regional Treasury clients is preferred
- Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels.
- Comfortable working with a diverse range of global/regional/local stakeholders from across the globe.
- Strong communication skills, ability to create global/regional presentations to convey and convince clients and colleagues.
- Excellent PowerPoint skills required
- Comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions.
- Excellent excel skills required
- Knowledge of industry standards related to Cash Management products and services
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Ability to understand a customer’s business and the fundamentals of running a business
Nice To Haves
- Regional/Global HQ and Regional Treasury clients is preferred
- International Cash Management (Cert ICM), Lean Six Sigma, SWIFT Certified etc…
Responsibilities
- Lead and support the overall client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service.
- Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience.
- Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers.
- Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience.
- Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams.
- Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients.
- Collect and analyses feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement.
Benefits
- tailored professional development opportunities
- competitive pay and benefits package
- robust Wellness Hub
- welcoming and inclusive work environment
- industry-leading volunteerism policy
- generous matching gift program
- comprehensive program of immersive Sustainability and Climate Change Initiatives
- Employee Resource Groups
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
