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Job Title: Senior Client Service Manager
Company Name: HSBC
Location: New York, NY
Position Type: Full Time
Post Date: 11/16/2017
Expire Date: 12/16/2017
Job Categories: Accounting/Auditing, Agriculture, Forestry, & Fishing, Banking, Finance/Economics, Financial Services, Internet/E-Commerce, Legal, Sales, Executive Management, Research & Development, Web Technology
Job Description
Senior Client Service Manager
To direct, lead and manage a team of Sr. Account managers whose responsibilities include managing portfolios of PCM client relationships and who serve as the primary points of contact for the highest value PCM relationships (Tier 1&2) both domestically and globally. This person, or members of his/her team, will also be the designated Global Client Account Managers for the Key Account Management program (KAM), managing highly profitable Payments and Cash Management (PCM) clients globally. Additionally, this person is required to contribute to the establishment of the strategic direction for consistent delivery of top quality commensurate with PCM’s commitment to the importance and value of client relationships.

Their purpose is to motivate the team, as well as provide training and development in order to facilitate the success of team members. The success of a team member consists of ensuring that clients receive a superior experience with all PCM needs and proactively maintain and enhance existing revenue streams and develop new revenue streams through:
Originating leads, building and maintaining relationships with new and existing clients in order to identify and sell innovative cash and clearing management solutions
Leveraging in-depth industry knowledge
Working on behalf of the client with internal stakeholders including PCM Sales, Treasury, Client Services, Product Management and Operations around the globe to identify customized, competitive solutions that exceed client expectations.

This role will require 40%-60% travel.
Impact on the Business
  • Manage a team of Sr. Account Managers in order to build a solid relationship, ensure each prospective and existing client has a consistent positive experience with HSBC, and maintain existing and generate new income for the business
  • Ensure that business reviews are developed with high quality in order to identify and recommend cross-sell opportunities that result in increased customer satisfaction and client revenue
  • Engage and work cross functionally with the team, PCM Sales and the RM to ensure coordinated client interactions and recommendations
  • Maintain specific intimate knowledge of each key client and their industry and keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements, and ensuring that critical information is communicated in a timely manner with the team
  • To remain up-to-date with product knowledge etc. through attendance at presentations, training, reviewing intranet/internet etc., and ensuring that the team has completed necessary training
  • Generate, and ensuring that the team is generating, referrals for other Global Businesses, e.g. Private Banking, GBM, RBWM, as appropriate.
  • Review and manage key performance metrics to proactively identify issues and trends
  • Review key client metrics to proactively identify issues and trends, including revenue trends, payment flows, and industry benchmarks.
  • Engage with CSM team to ensure routine client servicing is seamless and exceeding expectations, and that lines of communication between CSMs and Sr. Account managers are open and effective
  • Ensuring each Senior Account Manager takes responsibility for the overall client satisfaction of their accounts
  • To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
  • Support and coach team members
  • Complete other responsibilities, as assigned.
  • Establish cultural and behavioral excellence and develop high engagement across the team
  • Be ultimately responsible for the performance management of your team, using relevant performance management tools, ensuring timely action is taken to improve underperformance, to maximize effectiveness of the team.
  • Ensure the team is resourced to headcount plan, sufficient to meet the demands and opportunities of the business
Leadership & Teamwork
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
  • Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
  • To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
  • Complete other responsibilities, as assigned.
Major Challenges
  • This is a new role and a new function that supports new roles and functions that do not exist in HSBC.
  • Complexity of working in a matrix environment with several stakeholders
  • Managing multiple time sensitive tasks
  • Has to be knowledgeable about our competitors’ products and services, strategies, client relationship practices, and must keep up-to-date with trends and changing customer needs
  • Potentially work with countries where limited or no set processes or procedures exist, and facilitating these interactions with team members
  • Adapting to a fast pace work environment and continually changing lines of communication, technological advances etc. in order to keep close to the customer requirements.
  • Manages a team that is geographically and culturally diverse across the target market
  • In view of the increasing integration within the Client Management team, across PCM functional units, the person will be required to demonstrate broad and effective stakeholder management across various parties. The job holder will pro-actively identify internal efficiency opportunities by initiating improvement process review, engaging the cross function / cross country teams with an aim to enhance customer experience, elevating customer recognition and satisfaction
Role Context
  • Operates within Payments and Cash Management Client Management team working with HSBC Group's CMB Large Corporate / Mid-Market as well as Global Banking customers in providing and supporting the full range of payments, cash management and Trade related products and solutions. PCM is a provider of choice for clients doing business both domestically and internationally.
  • The role holder must have a thorough understanding of the cash management business and be able to take a long-term view of expected changes in the market place to ensure HSBC remains at the forefront.
  • The competitive environment is intense but where we differ and/or offer competitive advantages are:
  • Provision of high quality banking services to our target clients
  • Strong international image amongst customers and non-customers
  • HSBC aims to become a clear banking market leader for international business
  • The jobholder is expected to meet clients and forge strong relations and to assist team members with this relationship building, inclusive of seeking new opportunities, expanding on the existing portfolio, increasing wallet share and generally ensuring the performance of the client. The role holder has to also ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks.
  • Experience leading and developing teams of a geographically diverse nature
  • While in the process of delivering to meet customers’ expectations, this person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework, as well as a strong working knowledge of HSBC's operations, systems, products and services is required.
Management of Risk
  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues., The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
  • Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Additionally they will ensure they effectively manage sales suitability, money laundering, counter terrorist financing, fraud, and reputational risk.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
  • The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
Role Dimensions
  • Type of Customers Managed – Tier 1 and Tier 2 CMB and GBM PCM Clients
  • EBV Target – 5% average growth of team portfolio revenue
  • Average PCM Wallet Size – Over $500K USD in revenues
  • Complexity of environment - Matrix environment with several cross functional stakeholders
  • Strategic priority of the market – High Priority


As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail diversity.recruiting@us.hsbc.com.

Qualifications & Requirements
Essential


  • Proven ability to lead teams in a relationship management capacity
  • Proven record of coaching and performance management
  • Strong knowledge of US and global cash management and clearing services, products and techniques.
  • Relationship Management experience at multiple levels plus a proven sales record
  • Proven ability in identifying and meeting customer needs through matching a broad range of products and services
  • Proven ability to deliver creative and flexible customer solutions.
  • Ability to understand a customer’s business and the fundamentals of running a business
  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
  • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
  • Excellent time management, planning and organization skills
  • Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
  • Strong analytical and selling skills
  • A good understanding of the market & market trends, competitive environment and regulatory environment
  • Minimum 15 years of relevant experience, including at least 5 years in Cash Management, Treasury Services, or related area


Desirable


  • Experience of working in an International Global Banking environment
  • Knowledge of Treasury Foreign Exchange
  • Knowledge of day to day workings of a Corporate Treasury environment, foreign exchange and payments.
  • Broad knowledge of HSBC Group companies and product ranges
  • Association of Corporate Treasurers International Certificate in Cash Management
  • Association of the Chartered Institute of Bankers, Certified Treasury Professional or other recognized professional qualification
  • Comprehensive knowledge of the HSBC Group's inter/intra clearing systems

EEO/AA/Minorities/Women/Disability/Veterans
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Contact Information
Company Name: HSBC
Website:https://hsbc.taleo.net/careersection/externalnam2/jobdetail.ftl?job=000090ZZ&lang=en&src=
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