Job description

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.

• Accountable for post-implementation client satisfaction providing a positive and professional client experience for select customers and ensure that appropriate arrangements are in place for delivering a seamless customer experience across the globe
• 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.
• Must be comfortable negotiating with their clients if deadlines are unreasonable.
• Understand and communicate the external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements to their clients based on each client’s the specific organization.
• Engage and work cross functionally with various internal partners (Operations, Technology, Sales and the RM) coordinating client interactions relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their client’s satisfaction.

For this role, HSBC targets a fixed pay range between $62,500 and $93,700.

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 GPS products and services or other relevant industry expertise
• Excellent time management, planning and organizational skills
• 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

Client Service Manager/Specialist Responsibilities

• 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

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.

HSBC is one of the world’s largest banking and financial services organizations. Our global businesses serve around 39 million customers worldwide through a network that covers 62 countries and territories. Our customers range from individual savers and investors to some of the world’s biggest companies, governments and international organizations. We aim to connect them to opportunities and help them to achieve their ambitions.