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Client Experience Manager
hace 2 semanas
-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 Experience Manager**
**Principal accountabilities**
- The CEM (Client Experience Manager) is responsible resolving all local (US) complex queries. They are also accountable the completion of all global queries and local basic queries that may be assigned to others.
- The role holder must have a thorough understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks.
- A Client Experience Manager must have superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms.
- Maintain full logical and technical client business footprint globally (e.g. accounts, services, profiles, users, mailboxes and encryption protocols, file exchanges, etc.)
- Point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements
- Coordinate global service delivery with counterparts (or designated service contacts) in other regions across HSBC markets and be the central global contact point for service escalation matters globally
- Point person to lead projects focused on existing business retention
- Continuously adapt to balance and prioritise different demands of their portfolio while managing requirements from multiple stakeholders
- Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.
- Available to Support clients beyond normal business hours due to business needs
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 knowledge of US and global cash management and clearing services, products and techniques.
- Proven ability in identifying and meeting customer needs through matching a broad range of products and services
- Proven ability in identifying and meeting customer needs through matching a broad range of products and services
- Proven ability to deliver creative and flexible customer solutions.
- Ability to understand a customer’s business and the fundamentals of running a business
- Experience in working within a fast pace work environment with continually changing lines of communication, technological advances etc.
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
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
