Senior Account Manager

Job description

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

Role Purpose:

The role of the Senior Account Manager is to support a range of clients with their day-to-day enquiries. The role holder will manage the provision of client service support to high-valued Global Liquidity and Cash Management clients, ensuring client expectations are surpassed.

The role is to provide first-point support for the Global Banking Clients (Corporates/FIG/NBFI/Agency Banks) and their day-to-day banking enquiries and to provide support to their Client Service Team Leader to enable the team to partner with Sales, Relationship Managers, Product Management and Operations to identify customised, competitive solutions.

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

Requirements

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

• Availability to undertake the travel required for this role, i.e. potentially some limited domestic and overseas travel 
• 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.
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered

The base location for this role will be Edinburgh Park, Edinburgh with hybrid working. 

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. Our recruitment processes are accessible to everyone – no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500.

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