Client Management Service Manager

hace 6 meses

Azcapotzalco, México HSBC A tiempo completo

-Job description

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of **Client Management Service Manager**

**Principal accountabilities**:

- The GPS Client Service Manager/Specialist is responsible for developing strong service focused relationships with our clients to understand their business and utilization of our products. The GPS Client Service Manager with HSBC is a seasoned professional with a deep understanding of treasury operations and GPS products.
- Visibility of and ultimate oversight for all service case activity. Direct accountability and responsibility to field and resolve complex service inquiries
- Provide regular analysis of client activity and establish a regular cadence with covered clients to identify opportunities to:

- Reduce service case volumes; increase self-service volumes
- Improve time to service
- Measure and maintain exceptional client experience as identified by the customers
- Identify and action red flags before they become client-identified issues
- Single point of contact for business as usual escalations for covered clients and other internal stakeholders supporting the clients
- Coordinate global service delivery with counterparts (or designated service contacts) in other regions across 68 markets and act as the central global contact point for service escalation issues globally
Requirements
- Strong interpersonal, influencing and communication skills
- Strong organizing and time management skills
- Can work independently and quickly, with good attention to detail and solutions oriented
- Self-motivated with initiatives to take on new and additional responsibilities
- Fluent in English

**Experience**
- Strong focus on client experience and client success; ability to connect the dots between the role and customer impact
- Provide an excellent client experience by looking at every interaction from the client’s point of vew
- Ability to manage a high workload
- Excellent analytical skills and attention to details
- Ability to mobilize internal stakeholders and resources to quickly understand and resolve client issues
- Excellent interpersonal skills and abilty to interact and build relationships with internal and external stakeholders
- Be adaptable to and advocate for organizatonal change
- Continuously look for innovative ways to improve business outcomes and add value to clients, stakeholders and colleagues
- Evaluate customer information to identify and achieve ways to differentiate and improve the client experience and ensure client success
- Actively engage with colleagues across HSBC to ensure that all clients needs are met at the first point of contact
- Deliver fair outcomes for our clients and ensure own conduct maintains the orderly and transparent operation of financial markets
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Support beyond normal business hours due to business needs

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

**Issued By HSBC Electronic Data Process Mexico Private LTD

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