Global Account Manager - Global Solutions; GPS

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

The GPS Global Account Manager (GAM) is responsible for the satisfaction of a portfolio of highly complex, Global Payments Solutions (GPS) clients with a global footprint. The GAM is a bespoke client experience point of contact for these select GPS relationships and will be deployed exceptionally for client relationships that require a senior level of support. They will have accountability for their client’s global and regional satisfaction for existing GPS products and services.

In addition, they will support the broadening and deepening of HSBC’s relationships with these clients from a commercial perspective through their expertise and support.

The purpose of this role is to ensure clients receive a superior GPS client experience consistent across their global GPS footprint. The GAM will act as the client’s focal point of contact for service needs; leading a global/regional “squad” of service professionals to ensure their client’s needs are met in all countries. The GAM will be accountable for the client’s satisfaction with the GPS products and services;

providing a positive and professional client experience . This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through periodic Client Service Reviews, oversight of client initiatives and projects, and proactively managing the GPS client relationship on a day to day basis.

They will be a global point of contact for Treasury and Cash Management projects related to existing HSBC products and services and work on behalf of the client with internal stakeholders around the globe including Technology (payments and digital), Sales, Product Management and Operations to identify and maintain competitive solutions that exceed their client expectations.

• Manage the liquidity and cash management needs of a portfolio of Financial Institutions, Multi-National Corporations and Local Corporates. Maintain close relationships with decision makers and key influencers in the client’s RHQ/GHQ 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
• Be accountable for the identification of opportunities to deliver Client Service excellence locally, regionally and globally; effectively managing any risks and issues. 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
• Maintain full logical and technical client business footprint globally (e.g. accounts, services, profiles, users, mailboxes and encryption protocols, file exchanges, etc.)
• Be a point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve cash management related client service issues and challenges as the final escalation point, working and collaborating with Implementation, Sales, RMs and Technology
• Coordinate global service delivery with counterparts (or designated service contacts) in other regions/countries across HSBC markets and be the central global contact point for service escalation matters
• Point person to lead projects focused on existing business retention (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration)
• Review global 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 recommending new products & solutions…