ICG Client Service Team Lead

HSBC • Buffalo, NY

10h • Onsite

About The Position

The ICG Team Lead is responsible for ensuring that the entire NBFI and Affiliate portfolio is managed in line with the Global Payments Solutions client satisfaction and retention targets. This people manager ensures that their team succeeds at all objectives as defined in their individual scorecards. The team consists of Regional Account Managers, Client Service Managers, and Team Leads based in three countries. The Service and Account Management function within Global Payments Solutions ensures that clients receive a superior and consistent experience across their entire suite of HSBC cash management products and services. The Team Lead acts as a coach, mentor, escalation point, and strategic change agent – maintaining a high level of customer service while improving upon the department’s ways of working.

Requirements

• Previous banking experience working with FIs/Corporates in a sales, relationship, or account management role.
• Proven track record managing a medium-sized team of front-line staff (10+ individuals)
• Strong knowledge of global cash management and clearing services, products, and techniques.
• Ability to understand a treasury customer’s business, and the fundamentals of running that business.
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances, etc.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations.
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.

Nice To Haves

• Specific experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantage.
• International Cash Management (Cert ICM), Lean Six Sigma, SWIFT Certified, Certified Treasury Professional (CTP)

Responsibilities

• Manage the liquidity and cash management needs of a portfolio of Non-Bank Financial Institutions, and Affiliate Clients.
• Maintain close relationships with decision makers and key influencers in our top clients’ RHQ/GHQ Treasury and Finance organisation
• Foster a culture of confidence, ownership, and innovative thinking.
• Build a strong network of trust and collaboration with internal stakeholders from Sales, Coverage, Operations, and senior management throughout the bank
• Accountable for identifying opportunities to deliver Client Service excellence within the region and globally; effectively managing risks and issues.
• The candidate must have a strong understanding of the cash management business, especially payments and client connectivity
• Coordinate global service delivery with Client Service counterparts in other regions/countries across HSBC markets and be the central contact point for service escalation matters within the home region
• Monitor metrics and performance indicators (KPIs, OKRs, SLAs) and implement remedial actions as needed
• Support clients beyond normal business hours when aligned to specific client requirements, HSBC business requirements or exigencies

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed