Role Title: Account Manager

Business: Global Banking and Markets

New or Existing Role-New

Grade:GCB6

Location: Edinburgh (there is no flexibility on the location and the role holder will be expected to work from the office at least 2 days per week)

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

Global Liquidity and Cash Management is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional and country awards.

We are currently seeking an ambitious individual to join our Global Liquidity and Cash Management (GLCM) team in Edinburgh as Account Manager working together with colleagues to define, manage and achieve divisional business targets.

• The role of the Account Manager is to support a portfolio of clients with their day to day enquiries. support to high-valued Global Liquidity and Cash Management clients, ensuring client expectations are surpassed.The role is to provide first-point support for the client and their day to day banking enquiries and to provide support to their Senior Account Manager & Client Service Team Leader, where applicable, to enable the team to partner with Sales, Relationship Managers, Product Management and Operations to identify customised, competitive solutions.
• If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:

In this role, you will:

• Manage and resolve day to day queries from your portfolio and the wider team
• Establish and maintain excellent working relationships with clients and key stakeholders
• Log all work to allow for accurate MI and data analysis to be undertaken
• Accountable for supporting the delivery of client service excellence as well as effectively managing any risks and issues
• Help the Senior Account Manager & Client Service Team Leader, where applicable, identify and introduce service improvements to improve the overall client experience
• Interaction with other global units including clients, global service teams (GSCs), Sales, Product Management and other elements of Client Management
• Contributing to an engagement culture within the team
• To develop and maintain a full knowledge of client products and services.
• To handle complaints/escalations and be able to recognise when a problem or query should be transferred to another department or a more senior member of staff
• Encouraging clients to utilise digital self-service tools where possible to improve client experience
• To deal with all correspondence as requested/required
• To meet and exceed daily/weekly targets

Qualifications

To be successful in the role, you should meet the following requirements:

• Relevant product knowledge including knowledge of global liquidity and cash management would be preferred but not essential           
• Availability to undertake the travel required for this role, i.e. some domestic and overseas travel
• Previous experience in customer service
• Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently
• Consistently achieve objectives set and taken action to improve own performance
• Computer literate: Word-processing, Excel, internet and general systems usage
• Ability to work under pressure within pre-defined SLA’s
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Take ownership of issues and liaise with the relevant parties to make informed decisions based on experience and information to hand to effectively resolve problems
• Ability to work in a pressured environment and experience acting to rapid response, time critical events
• Must be proactive and prepared to investigate issues off own initiative with the minimum of information     
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered
• The base location for this role is Edinburgh Park, Edinburgh.

At HSBC we put great emphasis on our values. Our values define who we are as an organisation and what makes us distinctive. These values reflect the best aspects of our 150-year heritage. They are vital to fulfilling our purpose of helping businesses to thrive, economies to prosper and ultimately helping people to fulfil their hopes and realise their ambitions.       

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local  law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.  HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.