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Senior Account Manager
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay, support when you return to work, and a contributory pension scheme with a generous employer contribution.
The Global Payment Solutions (GPS) Senior Account Manager (SAM) is responsible for the global satisfaction of a portfolio of GPS clients. The role's purpose 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 fall beyond basic transactional queries.
The Senior Account Manager's portfolio will include top-tier, highly complex GPS clients and less complex clients. The Account Manager will be accountable for overall satisfaction with GPS products and services and supporting the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.
This includes overseeing query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordinating a client's global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day-to-day basis. Depending on the complexity and geography of the client, this role will either lead the client relationship or support on a global squad covering the client.
In this role, you will:
1. Manage and resolve day-to-day complex queries from supported clients, including escalation management and complaint logging.
2. Establish and maintain excellent working relationships with key stakeholders, promoting HSBC's engagement culture and fostering a positive, collaborative environment.
3. Support the delivery of client service excellence while effectively managing risks and issues.
4. Assist the Client Service Team Leader in identifying and implementing service improvements to enhance the client experience, including reviewing client interactions and providing education on self-service tools.
5. Coordinate with other global units, including clients, global service teams (GSCs), Sales, Product Management, and other client management elements.
To be successful in this role, you should meet the following requirements:
1. Strong knowledge of local and global cash management and clearing services, products, and techniques.
2. Previous experience in customer service, with effective planning and prioritization skills, and a commitment to responsibilities.
3. Ability to work under pressure within predefined SLAs, with awareness of time-critical events, ensuring objectives are achieved and reviewed against performance.
4. Ownership of issues, liaising with relevant parties to make informed decisions and resolve problems proactively with minimal information.
5. Ability to adapt communication style and approach to different audiences and messages.
The base location for this role will be Edinburgh, operating under a hybrid working model.
At HSBC, we value diversity and inclusion. We are committed to creating inclusive workplaces regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We pride ourselves on being a Disability Confident Leader and will offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the minimum role criteria.
If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk:
* Email: hsbc.recruitment@hsbc
* Telephone: +44 207 832 8500
Job ID 5990
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