Client Services Director

HSBC • Buffalo, NY

260d • $185,500 - $278,200 • Hybrid

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. The role is responsible for the delivery of post-sales support to Corporate and Institutional Banking (CIB) clients, across a full range of Global Liquidity and Cash Management (GLCM) products. The role incorporates Client integration, Client Implementation and Client Service.

Requirements

• A minimum of 15 years' experience in financial, with 10 or more years leading teams
• Experience in Cash Management and Payments a plus
• Experience working cross functionally in a complex operating environment (operations, IT, Service, Sales, Implementation, etc.)
• Demonstrated experience in building and leading high-performing teams
• Strong understanding of the financial services industry, and specifically deep experience in Service or other direct client-facing leadership roles with in-depth, proven working knowledge of Client Servicing concepts and principles
• Strong operations and project management acumen
• Proven ability to develop and execute strategic initiatives
• Experience and ability to produce tangible commercial results leading large teams (direct and matrixed) across global/diverse geographies
• Exceptional communication and interpersonal skills, with the ability to create a productive narrative and influence and persuade at all levels
• Resilience and ability to thrive under pressure in a fast-paced, evolving environment
• Experience in leading and developing independent contributors as well as leaders of people

Responsibilities

• Oversee and lead the end-to-end client management process providing a positive and professional onboarding/client experience for customers and ensure that appropriate arrangements are in place for delivering a seamless customer experience
• Continuously look for innovative ways to improve business outcomes and add value to customers/stakeholders/colleagues and evaluate customer information to identify and achieve ways to differentiate and improve customer service
• Shape and embed a sustainable service approach that anticipates, understands and responds to the changing needs and priorities of customers/stakeholders/colleagues
• Create and embed a truly customer-centric culture that puts exceeding customer expectations at the heart of our business
• Translate organisational goals into clear and practicable strategies and plans
• Actively engage with colleagues across HSBC to ensure that all customer's needs are met at the first point of contact
• Oversight of workflow and operational processes, management of people resources and efficient budget deployment
• Ensure that team members are equipped with systems, resources and expertise to carry out their duties
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Oversee the development and implementation of a risk aware client management culture
• Ensure that internal business operations are executed in accordance with prevailing rules, blueprint and design principles

Benefits

• Competitive pay and benefits package including a robust Wellness Hub
• Tailored professional development opportunities
• Industry-leading volunteerism policy
• Generous matching gift program
• Comprehensive program of immersive Sustainability and Climate Change Initiatives
• Employee Resource Groups for development and networking

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities