Client Services Leader Jr

HSBC; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global banking institution in Mexico City is seeking a Client Services Leader Jr to manage a team, address customer concerns, and drive performance. This position requires proficiency in team management, strong communication skills, and a good understanding of customer service regulations. Join an environment focused on innovation and customer satisfaction.

Formación

• Experience in managing a team of 12-15 people.
• Proven ability to handle escalated customer complaints.
• Familiarity with local regulations related to customer service.

Responsabilidades

• Manage performance for the Client Services team.
• Address escalated customer concerns and complaints.
• Promote change and innovation within the team.

Conocimientos

Performance management

Customer service

Change management

Business communication

Excel proficiency

Descripción del empleo

Overview

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role Client Services Leader Jr

Role Purpose

The GLCM Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC Bangalore supports Tier 1 to 3 clients on queries related to channels, payments, account services through Mails. Team also supports different type of enquiries and follow-up on amendment/ cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval etc.

Main Activities

• Complete accountability of performance management for a team with spans between 12-15
• Own and manage escalated customer concerns and complaints for the team.
• Champion and embrace change and innovation within the team.
• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.
• Understand and translate the immediate business/function strategy into actions for your team.
• Work independently with minimal supervision
• Good on MS excel and able to support on different MIs.
• Ability to write business letters and reports.
• Adhere to local regulations and programs around ‘Treating Customers Fairly’.