Manager Back Office Escalations

If you’re looking for a career where you can make a real impression, join our Global Service Center (GSC)- HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of:

Fulfilment Manager

The Global Payments Solution (GPS) Fulfilment Manager role supports broad group of client relationships across value segments and situations. The Fulfilment Manager is accountable for the service experience of their assigned portfolio of clients across the GPS Service value stream.

The Fulfilment Manager role is hybrid in nature fulfilling tasks ranging from high visibility projects, managing client escalations, oversight of transactional support, support the fulfilment of client requirements, and help to maintain and enhance existing revenue streams. Market and client portfolio dynamics may vary.

In this role, you will aid in the reactive fulfilment of innovative cash and liquidity management solutions to a defined portfolio of Institutional Client Group (ICG) clients thus maximizing commercial profitability and relationship depth. You will also collaborate with Implementation throughout the fulfillment process to ensure smooth onboarding. Activities will include continuous engagement with Relationship Banking teams and proactively connecting with Product teams to growing your knowledge of cash management products.

Basic Job Expectations

Primary point of contact for inbound new product requests for your assigned region

Engage with global clients and key stakeholders to provide product knowledge and functionality for your assigned region

Support Fulfilment team members locally and globally as senior point of escalation in market

Accountable for the quality of query management and transactional interactions for their portfolio of clients.

Ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed.

Accountability for client escalations; business-as-usual escalations as well as global/regional service escalations, inquiries and/or projects. Coordinate remediation of issues and communication to clients/internal stakeholders.

Collaborate with Implementation and Relationship Banking teams to follow up on client requests and ensure smooth onboarding and ongoing service delivery.

Create compelling and engaging materials tailored to client needs.

Point person to manage fulfilment of client-initiated requests focused on existing business retention across the full range of cash management services

Oversee local client-initiated projects; facilitate local completion of global/regional client-initiated projects.

Engage with global/regional counterparts for maintenance requests, client queries and escalations.

Identify and action red flags before they become client-identified issues.

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

Continuously adapt to balance and prioritize different demands of their portfolio while managing requirements from multiple stakeholders

Provide analysis and recommendations to senior management on client focus, attrition, and engagement.

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 client by reducing the need for daily interaction.

Work closely with GPS Product, Liquidity, Client Implementation and Integration partners to ensure deals are transitioned smoothly and revenues are realized

Ensure clients are proactively advised of cash management market developments/trends and regulatory changes

Customer Engagement

Engage with their clients as needed to resolve escalated issues or coordinate internal or client escalated projects. This includes but is not limited to a client’s Treasury and Finance Operations and the wider Finance and Treasury Organization.

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 client by reducing the need for daily interaction.

Qualifications

Essential

Strong knowledge of global cash management and clearing services, products, and techniques.

Proven ability to identify and meet customer needs through matching a broad range of products and services

Excellent communication skills that will convey relevant and important information in a clear and concise manner both internally and directly with clients (including senior staff)

Strong project management skills to handle the fulfilment, onboarding and ongoing client management processes with our clients and the various products they use with HSBC

Proven ability to identify and meet customer needs through matching a broad range of products and services

Proven ability to deliver creative and flexible customer solutions.

Desire to learn and stay current on Product and Industry trends

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-paced work environment with 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.

Superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders.

Analytical Mindset and a love for solving problems.

Ability to learn and use a variety of HSBC technology platforms to support internal and client projects

Strong skills in Outlook, Word, Excel, PowerPoint, and Project Management

Desirable

Degree holder

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.

You’ll achieve more when you join HSBC!

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

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Issued by HSBC Electronic Data Processing (México) Private LTD