Senior Account Manager - Global Payments Solutions

HSBC•Dubai, ME

About The Position

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. Global Payments Solutions (GPS) is a core contributor to HSBC supporting Corporate and Insitituational customers across all segments. Our payments business connects clients worldwide and enables efficient movement of monies through cash management products across payables, receivables, clearing and foreign currency, liquidity solutions and corporate credit cards. The Senior Account Manager (SAM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client’s single point of contact for service for those complex queries that are fall above and beyond basic transactional queries. The Senior Account Manager’s portfolio will be a mix of top tier, highly complex GPS clients and complex clients.

Requirements

Strong knowledge of local and global cash management and clearing services, products, and techniques.
Proven ability in identifying and meeting customer needs through matching a broad range of products and services.
Good level of business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
Strong range of communication skills, interpersonal skills and analytical skills
Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.
Previous banking experience working with FIs/Corporates in a relationship or account management role with experience with large MNC’s or financial institutions will be an advantage.
Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
Knowledgeable about our competitors’ products and services, strategies, and client relationship practices.
Ability and willingness to travel
Graduation degree is a must – to secure a UAE Visa and Work Permit

Nice To Haves

Previous banking experience working with FIs/Corporates in a relationship or account management role with experience with large MNC’s or financial institutions will be an advantage.

Responsibilities

Manage the liquidity and cash management needs of a portfolio of Multi-National Corporations and Local Corporates.
Maintain relationships with key influencers in the client’s local or regional Treasury and Finance organisation.
Strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks.
Be accountable for the retention of annual revenue of your portfolio of clients, including capturing opportunities and supporting growth of your clients (revenue targets included in scorecard)
Be accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues.
Be the point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements when they are the lead.
Be the point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
Proactively review local/regional client activity and existing solutions with GPS in order to identify any opportunities to improve the client’s experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improved data/payment security, identify opportunities to streamline client processes, eliminate redundancy, strengthen relationships, and increase wallet share by recomending new products & solutions that will benefit the client’s business operations.
Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders
Engage with their client’s operational and Treasury teams as needed or agreed to with the client. This includes but is not limited to a client’s Treasury Operations and IT teams and the wider Finance and Treasury Organization.
Gather and maintain specific intimate knowledge of their client’s Treasury operations and how they interface with HSBC products and services.
Engage and work cross functionally with various internal partners (Operations, Technology, Sales, and the RM) coordinating client interactions and recommendations relating to existing GPS business.
Develop and deliver standard Client Service Reviews on an ad hoc basis using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and industry benchmarks.