Client Service Advocate

Job description

This GPS Client Service Advocate (CSA) is responsible for the delivery of post-implementation satisfaction for a portfolio of GPS clients on an exception basis. The CSA will be a bespoke service point of contact for select GPS relationships. They will have accountability for their global client's satisfaction after the sale and implementation is complete.

The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be the client's single point of contact for service needs above and beyond their daily transactional queries. The CSA will be accountable for post-implementation client satisfaction providing a positive and professional client experience across their HSBC footprint.

They will be a global point of coordination for Treasury projects related to existing HSBC products and services and work on behalf of the client with internal stakeholders around the globe including Technology (payments and digital), Sales, Product Management and Operations around the globe to identify and maintain competitive solutions that exceed client expectations.

Basic Job Expectations

• 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, including years of experience of 10 GPS/Cash Management experience in a client facing role.
• A CSA 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 (i.e. GBS/TWIST billing global setups, file format conversions, Connect Digital migration)
• Proactive review of global client activity with GPS in order to identify any opportunities to improve the client's experience with HSBC. This includes but is not limited to; reducing service queries and reject/error rates, streamlining processing time, improved data/payment security etc.
• 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

Customer Engagement

• Engage with their client's operational and Treasury teams on a regular basis as agreed with the client.
• Gather and maintain specific intimate knowledge of their client's Treasury operations and how they interface with HSBC products and services.
• Understand how HSBC products and services meet their client's operational needs and how to enhance those products and services to streamline and improve processing for both HSBC and the clients reducing the need for daily interaction.
• Work globally with internal partners as a project manager for clients bespoke Treasury projects ensuring client deadlines are understood, achievable and met. Must be comfortable negotiating with their clients if deadlines are unreasonable.
• Engage and work cross functionally with various internal partners (Operations, Technology, Sales and the RM) coordinating client interactions and recommendations relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their client's satisfaction.
• Develop client tailored Client Existing Business Reviews which using key client metrics to proactively identify issues and trends including things like payment flows, rejection and return rates, and industry benchmarks. Work with the client and internal stakeholders to remediate and improve metrics to benefit the client.

For this role, HSBC targets a fixed pay range between $125,000 and $175,000.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee's overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a "bonus"). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

Requirements

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

• 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
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Must thrive in a complex matrix environment with several stakeholders with differing goals/expectations
• Comfortable working in a fast pace work environment; continually changing lines of communication, technological advances etc.
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Strong analytical skills
• Ability to travel.

Desirable

• Experience of working in an International Global Banking environment
• Knowledge of day to day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll and payments.
• Knowledgeable about our competitors' products and services, strategies, and client relationship practices.
• Broad knowledge of HSBC Group companies and product ranges
• Minimum of 7 years experience as outlined

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.