Company : HSBC QATAR
Contact Phone :
Job Description :
Role Purpose
- The job holder is the focal point of contact for relationship enhancement of PCM Top Tier customers. These customers are the top 100 to GBM, CMB and BBU customers that generate the most PCM income to the Bank. The cash management solutions of such customers cover multiple geographies and are complex. They require responsive and well-orchestrated regional Client Service proposition from PCM.
- Provides regional and domestic client service proposition to customers. Ensures client satisfaction. Leads and works with other areas of the Bank on the crafting and provision of service.
- Cross sells products and delivers service solutions that meet customers’ needs. Obtains feedback from customers on service improvement and for external polls and internal surveys.
- Enhances customer relationship by working closely with RMs in managing client expectation, conducting annual account planning and service reviews with customers and ensure maintenance / increase of PCM wallet share.
Job Responsibilities
- Provides regional and domestic client service; manages and grows the cash management relationships; ensures client satisfaction and acts as primary contact of PCM to customers. Leads and works with other areas of the Bank on the crafting and provision of service.
- Facilitate discussions externally with clients at senior levels and internally in the bank with Treasury, IT, and NSC for payment processing and query resolution and fixing recurring issues
- Maximizes PCM revenue by account planning, cross selling, deepening wallet share and increasing stickiness
Customers / Stakeholders
- Maintain and improve delivery of client service excellence
- Manages the provision of PCM service to customers on a domestic and regional basis.
- To assume responsibility for feedback from internal/external clients for activities within the Client Services.
- Ensure identifying and referring cross selling opportunities for the PCM product suite
- Lead in the harmonization of client service standards regionally
Leadership & Teamwork
- To be an active team player in a large and diverse team of managers and work together to ensure that jointly CS will deliver excellent customer service
- Actively engage with the Client Services teams in the Region and ensure the team stays updated and engaged at all times
Operational Effectiveness & Control
- To continually reassess the key risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices
- Create effective working relationships with other Group/Bank departments to ensure that goals are fulfilled in a timely, efficient and cost effective manner.
- Develop a culture of continuous process improvement and quality measurement
- Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.
Major Challenges
The main challenge the job holder faces is to contribute to the Bank’s competitive stand in the payments and cash management market through the provision of dedicated and effective relationship management as a differentiating factor. As client expectations are ever-increasing and the e-Banking environment continues to regularly offer sophisticated products & tools, the job holder needs to be creative and innovative to offer customised, efficient operational solutions to high profile CIBM/ CMB customers within the constraints of the current system / operations. To ensure enhanced customer service levels, the job holder has to review business processes with the aim to improve / optimise process flows to benefit the customer while maintaining close contacts with internal departments such as NSC, Credit Ops, Regional and Global Service Centres.
It is also essential for the job holder to manage and lead the team to ensure that they are fully conversant and equipped with updated information on policy changes and sophisticated product knowledge on .HSBCnet, HSBC Connect, Cheque Outsourcing, Pooling & Cash Concentration, Internet Trade Services, etc. while ensuring that they are motivated and trained to develop their career further with HSBC.
The market is highly competitive and the service offered will direct influence the retention/attrition rate of customers.
Knowledge & Skills
- University degree and relevant professional qualifications (Cert ICM / CTP).
- At least 5 years cash management experience, with proven track record in Client Services.
- Excellent knowledge and direct experience of service provision and how customer service impacts client perception.
- Experience and understanding of managing diverse, cross-functional teams,
- Able to lead people and connect at all levels of the organisation: can-do attitude
- Excellent communicator
- Diligent, not afraid to get into the detail
- Self-starter, highly motivated and determined