Senior Account Manager | Edinburgh, UK

HSBC; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

HSBC is seeking a Senior Account Manager in Edinburgh to oversee client satisfaction and optimize service delivery for a portfolio of Global Payment Solutions clients. Responsibilities include managing complex queries, enhancing client relationships, and supporting service improvements within a hybrid working model.

Benefits

Private healthcare

Contributory pension scheme

Enhanced maternity and adoption pay

Qualifications

• Strong knowledge of local and global cash management.
• Previous experience in customer service.
• Ability to work under pressure within pre-defined SLAs.

Responsibilities

• Manage complex queries from clients.
• Establish excellent relationships with stakeholders.
• Support delivery of client service excellence and manage risks.

Skills

Cash management

Customer service

Problem solving

Job description

Senior Account Manager

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

The Global Payment Solutions (GPS) Senior Account Manager (SAM) is responsible for the global satisfaction of a portfolio of GPS clients. The purpose of this role is to ensure clients receive a superior service experience both locally and globally; to be a client's single point of contact for service for those complex queries that fall beyond basic transactional queries.

The Senior Account Manager's portfolio will be a mix of top tier, highly complex GPS clients and complex clients. The Account Manager will be accountable for the overall satisfaction with GPS products and services and support the broadening and deepening of these client relationships to drive commercial outcomes for the GPS business.

This includes overseeing execution of query management for the client, oversight of transactional activity, providing insights to clients on how to optimize through Client Service Reviews, coordination of a clients global Treasury and Cash Management initiatives and projects, and proactively managing the GPS client relationship on a day-to-day basis. Depending on the complexity and geography of the client this role will either lead the client relationship or play a supporting role on a global squad covering the client.

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

To be successful in the role, you should meet the following requirements:

• Strong knowledge of local and global cash management and clearing services, products, and techniques
• 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.
• Experience of adapting your style and approach to the audience and message being delivered

The base location for this role will be Edinburgh operating a Hybrid working model

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: [e-mail]

Telephone: [phone]

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