Job description

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 Senior Account Manager working together with colleagues to define, manage and achieve divisional business targets. The Senior Account Manager is a role within GLCM, Client Management (CM), supporting GBM / CMB Clients.

The role of the Senior Account Manager is to manage the provision of client service support to high-valued Global Liquidity and Cash Management (GLCM) clients on a local and/or regional basis, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Sales, Senior Relationship Service Managers, Product Management and Operations to identify tailored, competitive solutions.

In this role, you will:

• Accountable for delivering Client Service excellence globally effectively managing any risks and issues
• Identification of opportunities globally and effectively managing the regional Account Manager’s to deliver against client promises
• Identify and introduce service enhancements to improve the overall client experience
• Resolves global client service issues and challenges as the final escalation point
• Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
• Cross selling GLCM products and providing superior service support for all GLCM solutions
• Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements
• Interaction with other global GLCM units including clients, global service teams, Sales, Product Management and other elements of Client Management
• Provide analysis and recommendations to senior management
• Maintain partnership with all client service teams
• Leading, developing and coaching the team where required.
• Maintain regular dialogue with other client service staff to foster teamwork and co-operation
• Provide guidance to in country staff on service related issues
• Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted
• Maintaining up to date knowledge on product and digital developments to encourage clients to use e-channel self-service tools
• Identify client requirements, working with Relationship Management (RM’s) and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business
• Work closely with Sales to provide input and ensure suitable levels of support are achievable

Requirements

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

• Relevant product knowledge including knowledge of cash management products and services
• Availability to undertake the travel required for this role, i.e. some domestic and overseas travel
• Experience working in relevant environment/s, i.e. client facing
• Past working experience on/with relevant schemes, i.e. UK/EU domestic clearing schemes / systems, international payments and SWIFT
• Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to our clients
• Self-awareness with confidence to work independently and take responsibility for own development
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
• Experience of making timely and rational decisions, based on relevant information and experience
• Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results
• A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
• Experience of building and managing complex relationships with significant clients

You’ll achieve more when you join HSBC. 

https://mycareer.hsbc.com/external

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.