Account Manager London, England
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 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 clients 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 queries from the clients supported in your team.
- Establish and maintain excellent working relationships with key stakeholders.
- Log all work to allow for accurate MI and data analysis to be undertaken.
- 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.
- Interaction with other global units including clients, global service teams (GSCs), Sales, Product Management, and other elements of Client Management
- Contributing to an engagement culture within the team
- To develop and maintain a full knowledge of client products and services.
- To handle complaints/escalations and be able to recognise when a problem or query should be transferred to another department or a more senior member of staff.
- Encouraging clients to utilise digital self-service tools where possible to improve client experience.
- To deal with all correspondence as requested/required.
- To meet and exceed daily/weekly targets.
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
- Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently.
- Consistently achieve objectives set and taken action to improve own performance.
- Computer literate: Word-processing, Excel, internet, and general systems usage
- Ability to work under pressure within pre-defined SLA’s.
- A flexible and adaptable approach to change and will support others to respond in a similar way.
- 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.
- Ability to work in a pressured environment and experience acting to rapid response, time critical events.
- Must be proactive and prepared to investigate issues off own initiative with the minimum of 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.
You’ll achieve more when you join HSBC.
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.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours.
If in considering a role with HSBC, you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you
