Senior Account Manager

Global Payment Solutions (GPS) is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and efficiently with dedicated country and regional and global support. Our expertise in this area is repeatedly recognised by the industry's most prominent publications and associations with numerous global, regional and country awards The role of the Senior Account Manager is to support a range of clients with their day-to-day enquiries. The role holder will manage the provision of client service support to high-valued Global Payment Solutions clients, ensuring client expectations are surpassed. This role requires you be fluent in a second mainline EU Language such as English, French, German or Spanish. The role is the senior lead for the client within the region, you will provide first-point support for the Global Banking Clients (Corporates/FIG/NBFI/Agency Banks) and their day-to-day banking enquiries and to provide support to their Client Service Team Leader to enable the team to partner with Sales, Relationship Managers, Product Management and Operations to identify customised, competitive solutions. In this role, you will:

• Manage and resolve day to day complex queries from the clients supported in your team, including escalation management and complaint logging.
• Establish and maintain excellent working relationships with key stakeholders in line with HSBC's engagement culture and being a positive influence on a one team environment.
• Accountable for supporting the delivery of client service excellence as well as effectively managing any risks and issues.
• Help the Client Service Team Leader identify and introduce service improvements to improve the overall client experience, review client interactions providing client education on the self service tools available.
• Interaction with other global units including clients, global service teams (GSCs), Sales, Product Management and other elements of Client Management, Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk: Email: Telephone:


• Fluent in another EU language such as French, German or Spanish is mandatory.
• Previous experience in customer service, planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently.
• Ability to work under pressure within pre-defined SLA's with key awareness of time critical events, ensuring objectives are achieved and reviewed against performance.
• Take ownership of issues and liaise with the relevant parties to make informed decisions based on experience and information to hand to effectively resolve problems, taking initiative to resolve with minimal information.
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered
  
  As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.