Senior Client Service Manager
Company Name:
HSBC
Description
This position is the next carrer progression from a Client Service Representative acting as the team lead and/or responsible for the most important PCM relationships in the (KAM) Key Account Management program serving as a Global Client Service Account Manager for highly profitable Payments and Cash Management (PCM) global clients. Ensures clients received superior support with all required banking needs acting as the team SME or by managing the KAM or FIG/PCM global network for those clients in the program. Works on behalf of client with Treasury, Client Services, Product Management and Operations around the globe to identify customized, competitive solutions that exceed client expectations.
Impact on the Business
Identify and recommend cross-sell opportunities and operational effectiveness that results in increased customer satisfaction. Create and distribute customized client reports to support marketing efforts.
Global Client Service accountabilities
Support Deal Solution
Prioritising and Addressing
global client issues
On-going Servicing Needs
Client Satisfaction
Global Service Team Coordination CS, BI and Integration
Customers / Stakeholders
Identify and recommend cross-sell opportunities and operational effectiveness that results in increased customer satisfaction. Create and distribute customized client reports to support marketing efforts.
Leadership & Teamwork
Provides SME support as team lead to the Tier 1, KAM, or FIG PCM teams
Serve as owner of an assigned high-value global client KAM or FIG PCM portfolio, maintaining specific intimate knowledge of each client's specific needs. Serves as primary global contact point, building a solid relationship, and ensuring each prospective and existing client has a consistent positive experience with HSBC.
Work with other Group entities Senior Client Service managers on behalf of clients when requirements or issues arise. Recommend solutions to maximize client satisfaction. Serve as single point of contact for Global Sales/Relationship Managers and across HSBC entities to address issues related to PCM clients.
Ensure accuracy of PCM high-value product set-up including liquidity and channel delivery. Secure, authenticate and execute PCM standard product channel legal agreements. Implement and ensure accuracy of all pricing, in accordance with contractual client agreements.
Operational Effectiveness & Control
Secure and review all Know Your Customer (KYC) documents to meet US regulatory and internal requirements. Coordinate client USD account openings.
Identify Payment Settlement Limit (PSL) needs to support client intra-day credit for USD clearing requirements and make formal recommendations or business bases for review and approval. Work closely with PCM Credit and/or management to ensure all USD transactions for assigned clients are timely and executed on a daily basis. Monitor and track overnight overdrafts, identifying the cause and resolving with clients. Provide management with daily overdraft reports throughout resolution.
Implement the Group compliance policy locally by managing compliance risk in liaison with the Global Head of Compliance, Global 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.
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.
Observation of Internal Control
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Knowledge & Experience / Qualifications _(For the role - not the role holder. Minimum requirements of the role.)_
Minimum of ten years proven and progressive US cash management product experience or equivalent, including experience with or knowledge of US regulatory requirements related to Anti-Money Laundering (AML) or equivalent.
Bachelors degree in business, related field or equivalent experience.
Proven analytical, problem-solving, communications, interpersonal and technical skills.
In-depth knowledge of industry standards related to Cash Management products and services.
Proficiency with personal computers as well as pertinent mainframe systems and software packages.
Experience with or knowledge of US regulatory requirements related to Anti-Money Laundering.
Job Field: Commercial Banking
Primary Location: North America-United States-Delaware-New Castle
Schedule: Full-time
Shift: Day Job
Job Posting: Apr 5, 2014, 5:00:00 AM
Unposting Date: Ongoing
Req ID: 000046BYEstimated Salary: $20 to $28 per hour based on qualifications.
HSBC
Description
This position is the next carrer progression from a Client Service Representative acting as the team lead and/or responsible for the most important PCM relationships in the (KAM) Key Account Management program serving as a Global Client Service Account Manager for highly profitable Payments and Cash Management (PCM) global clients. Ensures clients received superior support with all required banking needs acting as the team SME or by managing the KAM or FIG/PCM global network for those clients in the program. Works on behalf of client with Treasury, Client Services, Product Management and Operations around the globe to identify customized, competitive solutions that exceed client expectations.
Impact on the Business
Identify and recommend cross-sell opportunities and operational effectiveness that results in increased customer satisfaction. Create and distribute customized client reports to support marketing efforts.
Global Client Service accountabilities
Support Deal Solution
Prioritising and Addressing
global client issues
On-going Servicing Needs
Client Satisfaction
Global Service Team Coordination CS, BI and Integration
Customers / Stakeholders
Identify and recommend cross-sell opportunities and operational effectiveness that results in increased customer satisfaction. Create and distribute customized client reports to support marketing efforts.
Leadership & Teamwork
Provides SME support as team lead to the Tier 1, KAM, or FIG PCM teams
Serve as owner of an assigned high-value global client KAM or FIG PCM portfolio, maintaining specific intimate knowledge of each client's specific needs. Serves as primary global contact point, building a solid relationship, and ensuring each prospective and existing client has a consistent positive experience with HSBC.
Work with other Group entities Senior Client Service managers on behalf of clients when requirements or issues arise. Recommend solutions to maximize client satisfaction. Serve as single point of contact for Global Sales/Relationship Managers and across HSBC entities to address issues related to PCM clients.
Ensure accuracy of PCM high-value product set-up including liquidity and channel delivery. Secure, authenticate and execute PCM standard product channel legal agreements. Implement and ensure accuracy of all pricing, in accordance with contractual client agreements.
Operational Effectiveness & Control
Secure and review all Know Your Customer (KYC) documents to meet US regulatory and internal requirements. Coordinate client USD account openings.
Identify Payment Settlement Limit (PSL) needs to support client intra-day credit for USD clearing requirements and make formal recommendations or business bases for review and approval. Work closely with PCM Credit and/or management to ensure all USD transactions for assigned clients are timely and executed on a daily basis. Monitor and track overnight overdrafts, identifying the cause and resolving with clients. Provide management with daily overdraft reports throughout resolution.
Implement the Group compliance policy locally by managing compliance risk in liaison with the Global Head of Compliance, Global 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.
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.
Observation of Internal Control
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Knowledge & Experience / Qualifications _(For the role - not the role holder. Minimum requirements of the role.)_
Minimum of ten years proven and progressive US cash management product experience or equivalent, including experience with or knowledge of US regulatory requirements related to Anti-Money Laundering (AML) or equivalent.
Bachelors degree in business, related field or equivalent experience.
Proven analytical, problem-solving, communications, interpersonal and technical skills.
In-depth knowledge of industry standards related to Cash Management products and services.
Proficiency with personal computers as well as pertinent mainframe systems and software packages.
Experience with or knowledge of US regulatory requirements related to Anti-Money Laundering.
Job Field: Commercial Banking
Primary Location: North America-United States-Delaware-New Castle
Schedule: Full-time
Shift: Day Job
Job Posting: Apr 5, 2014, 5:00:00 AM
Unposting Date: Ongoing
Req ID: 000046BYEstimated Salary: $20 to $28 per hour based on qualifications.
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