Senior Account Manager
Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain relationships with key influencers in the client's local or regional Treasury and Finance organisation.
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) Accountable for the identification of opportunities to deliver Client Service excellence locally and regionally; effectively managing any risks and issues. Responsible for resolving assigned queries.
Accountable for monitoring and guiding the completion of all global queries and local basic queries that may be assigned to others. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks. Strong written and oral communication skills; must be able to put complex product and/or technical information into simple terms.
Maintain a client footprint with the basic information required to deliver a superior client experience. 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. The point person to coordinate projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration).
Will proactively review local/regional client activity and existing solutions with GPS 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 recommending new products & solutions that will benefit the client's business operations.
Will provide analysis and recommendations to senior management on client focus, attrition, and engagement. 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.
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. 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.
Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations, with strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders. Ability to thrive in a complex matrix environment with several stakeholders with differing goals/expectations.
Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc. Excellent time management, strong analytical skills, planning and organization skills with ability to manage multiple time sensitive tasks.
