Role Profile:

The Global Payment Solutions (GPS), Financial Institution (FI) Client Services Team Lead, is responsible for the satisfaction of the overall portfolio of FIs, NBFIs, and Affiliates throughout MENAT Region. They will have accountability for the overall portfolio’s regional satisfaction for existing GPS products and services. In addition, they will drive the broadening and deepening of HSBC’s relationships with these clients from a commercial perspective through their expertise and support.

They will lead the execution of the global GPS Client Services strategy within their client portfolio aiming to optimize client experience and further expand their share of wallet.

They will drive the execution of regional/global Treasury and Cash Management projects related to existing HSBC products and services and work on behalf of the client with internal stakeholders across different functions including Technology (payments and digital), Sales, Product Management and Operations to identify and maintain competitive solutions that exceed their client expectations.

The role holder will manage a team of Account Managers and Client Service Specialists sitting across different HSBC offices (mainly: Egypt, UAE, and HSBC's Global Service Centers (GSCs) ).

Role Summary

To lead, manage and drive GPS Client Services strategy to position HSBC as a top provider for Treasury and Cash Management products / solutions Collectively (and with the wider GPS teams) support the delivery of bespoke solutions to maximise clients’ share of wallet through developing in-depth client relationships Accountable for the retention of annual revenue of client portfolio, including capturing new business opportunities and supporting growth of the existing client base Identify opportunities to deliver Client Service excellence locally, regionally and globally; effectively managing any risks and issues. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks Superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms Point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve GPS-related client service issues and challenges as the final escalation point, working and collaborating with Implementation, Sales, RMs and Technology Coordinate global service delivery with counterparts (or designated service contacts) in other regions/countries across HSBC markets and be the central global contact point for service escalations Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed Provide analysis and recommendations to senior management on client focus, attrition, and engagement Continuously adapt to, balance, and prioritise different demands of their portfolio while managing requirements from multiple stakeholders Maintain regular dialogue with cross-market / cross-region client services teams to foster teamwork and cooperation

Impact on Clients

Work cross-regions to develop and execute a high quality and globally consistent Client Services processes to ensure efficient delivery of all client solutions Develop a culture of continuous process improvement Ensure operational integrity and service / support excellence for all clients within the FI portfolio Support the development of team members in alignment to the strategic goals set for client experience, Understand how HSBC products and services meet client’s operational needs and how to enhance those products and services to streamline and improve processing for both HSBC and the client reducing the need for daily interaction Support the work done globally with internal partners to deliver bespoke Treasury solutions for clients Engage and work cross functionally with various internal partners (Operations, Technology, Product, Sales and the different Lines of Business (LoBs)) 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

Role Profile:

The Global Payment Solutions (GPS), Financial Institution (FI) Client Services Team Lead, is responsible for the satisfaction of the overall portfolio of FIs, NBFIs, and Affiliates throughout MENAT Region. They will have accountability for the overall portfolio’s regional satisfaction for existing GPS products and services. In addition, they will drive the broadening and deepening of HSBC’s relationships with these clients from a commercial perspective through their expertise and support.

They will lead the execution of the global GPS Client Services strategy within their client portfolio aiming to optimize client experience and further expand their share of wallet.

They will drive the execution of regional/global Treasury and Cash Management projects related to existing HSBC products and services and work on behalf of the client with internal stakeholders across different functions including Technology (payments and digital), Sales, Product Management and Operations to identify and maintain competitive solutions that exceed their client expectations.

The role holder will manage a team of Account Managers and Client Service Specialists sitting across different HSBC offices (mainly: Egypt, UAE, and HSBC's Global Service Centers (GSCs) ).

Role Summary

To lead, manage and drive GPS Client Services strategy to position HSBC as a top provider for Treasury and Cash Management products / solutions Collectively (and with the wider GPS teams) support the delivery of bespoke solutions to maximise clients’ share of wallet through developing in-depth client relationships Accountable for the retention of annual revenue of client portfolio, including capturing new business opportunities and supporting growth of the existing client base Identify opportunities to deliver Client Service excellence locally, regionally and globally; effectively managing any risks and issues. The role holder must have a strong understanding of the cash management business including identifying and dealing with actual or potential business or relationship risks Superior written and communication skills; must be able to put highly complex product and/or technical information into simple terms Point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements. Take ownership to resolve GPS-related client service issues and challenges as the final escalation point, working and collaborating with Implementation, Sales, RMs and Technology Coordinate global service delivery with counterparts (or designated service contacts) in other regions/countries across HSBC markets and be the central global contact point for service escalations Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed Provide analysis and recommendations to senior management on client focus, attrition, and engagement Continuously adapt to, balance, and prioritise different demands of their portfolio while managing requirements from multiple stakeholders Maintain regular dialogue with cross-market / cross-region client services teams to foster teamwork and cooperation

Impact on Clients

Work cross-regions to develop and execute a high quality and globally consistent Client Services processes to ensure efficient delivery of all client solutions Develop a culture of continuous process improvement Ensure operational integrity and service / support excellence for all clients within the FI portfolio Support the development of team members in alignment to the strategic goals set for client experience, Understand how HSBC products and services meet client’s operational needs and how to enhance those products and services to streamline and improve processing for both HSBC and the client reducing the need for daily interaction Support the work done globally with internal partners to deliver bespoke Treasury solutions for clients Engage and work cross functionally with various internal partners (Operations, Technology, Product, Sales and the different Lines of Business (LoBs)) 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

Qualifications

Experience as a people manager is a mustPrevious banking experience working with FIs/Corporates in a sales, relationship, or account management role is preferred.Solid experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantageHave a comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within theseStrong knowledge of global cash management and clearing services, products, and techniquesExperience of building and managing complex relationships with strategic customersExperience in working within a fast-paced 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 Must thrive in a complex matrix environment with several stakeholders with differing goals/expectations Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentationsSuperior interpersonal skills and ability to interact and build relationships with internal and external stakeholders

Qualifications

Experience as a people manager is a mustPrevious banking experience working with FIs/Corporates in a sales, relationship, or account management role is preferred.Solid experience with large multi-national corporations or financial institutions including Global/Regional HQ names will be an advantageHave a comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within theseStrong knowledge of global cash management and clearing services, products, and techniquesExperience of building and managing complex relationships with strategic customersExperience in working within a fast-paced 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 Must thrive in a complex matrix environment with several stakeholders with differing goals/expectations Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentationsSuperior interpersonal skills and ability to interact and build relationships with internal and external stakeholders