Product Manager Global Payments Solutions Support

HSBC Holdings plc; Mexico; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

HSBC Mexico is seeking a skilled professional to investigate and resolve customer issues across global payments products and connectivity services. You will coordinate incidents with local and global teams and monitor post-incident actions to address root causes.

The role requires collaboration with Technology, Operations, Legal, Risk and Compliance, and involves regulatory reporting and contingency planning to deliver faster, effective customer solutions.

Qualifications

• Experience with incident management and problem analysis.
• Understanding of regulatory and financial reporting requirements.
• Familiarity with payments products and connectivity solutions.

Responsibilities

• Analyse and investigate customer issues affecting payments and connectivity.
• Coordinate production incidents and monitor post-incident actions.
• Develop improvement strategies to enhance products and revenue.
• Manage relationships with Legal, Risk, Compliance, Technology and Operations.
• Support contingency processes and regulatory reporting activities.

Skills

Analytical skills

Intermediate English

Clear communication

Stakeholder management

Collaboration

Planning & time management

Work under pressure

Ownership & accountability

Independent decision-making

Customer-focused mindset

Education

University degree in Business/Finance/IT/Engineering

Tools

MS Excel macros

Job description

Role purpose

The successful candidate will be responsible for investigating and resolving customer issues across multiple products and channels, while managing incidents in collaboration with local and global teams. The role will analyse problems, coordinate tactical solutions and ensure timely follow-up actions to minimise customer impact.

This position requires proactive and continuous collaboration with Technology and Operations teams to deliver faster and more effective solutions for customers. It will also involve managing contingency processes, supporting product improvements and contributing to regulatory and financial reporting activities.

Key responsibilities

• Analyse and investigate customer issues affecting global payments products and connectivity services.
• Coordinate incidents that impact the customer experience across production services.
• Lead and monitor post-incident actions, ensuring root causes are addressed and corrective measures are completed.
• Develop improvement strategies in response to identified issues, including opportunities to enhance products and generate revenue.
• Manage relationships with cross-functional stakeholders and support teams, including Legal, Risk and Compliance, Technology and Operations.
• Investigate and resolve specific production and product-related events reported by Customer Service Teams, global payments sales teams or business lines.
• Provide guidance and support on product capabilities and connectivity solutions.
• Manage fee adjustments in accordance with the requirements of the Bank of Mexico.
• Demonstrate ownership and accountability by supporting the timely delivery of effective solutions.
• Manage requirements relating to losses and regulatory reporting for the National Banking and Securities Commission.
• Support the execution and management of contingency processes when required.
• Assist with the implementation and delivery of technology solutions.
• Contribute to the continuous improvement of processes, controls and customer outcomes.

Required knowledge and experience

• Knowledge of the core systems and connectivity services used by HSBC Mexico, including:
  • Interbank Electronic Payment System
  • Direct debit services
  • Electronic funds transfer services
  • Payment and collection services
  • HSBC online banking services
  • Host-to-host connectivity solutions
  • File transmission services
• Knowledge of global payments products and connectivity solutions.
• Understanding of incident management, problem analysis and service recovery processes.
• Experience working with Technology, Operations and other control functions is desirable.
• Familiarity with regulatory and financial reporting requirements is an advantage.
• Advanced Microsoft Excel skills, including the use of macros.

Skills and capabilities

• Strong analytical and problem-solving skills, with the ability to assess complex issues and identify practical solutions.
• Intermediate English
• Ability to communicate complex information clearly and with impact to a wide range of audiences.
• Strong stakeholder management skills and the ability to build effective relationships across business areas.
• Ability to work collaboratively with Technology, Operations and other support teams.
• Strong planning, organisation and time-management skills.
• Ability to perform effectively under pressure while managing multiple priorities.
• Proactive approach, with strong ownership and accountability.
• Ability to work independently and make sound decisions within the scope of the role.
• Customer-focused mindset and commitment to delivering timely and effective solutions.

Education

• Completed or partially completed university degree in Business, Finance, Information Technology, Engineering or a related discipline.

We are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen.

“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”

At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.