Manager Client Service – PCM recruitment
HSBC is recognised as the leading international bank and one of the top tier domestic providers of Payment and Cash Management (PCM) services in Australia. The PCM Client Services team plays a pivotal role in the growth of the PCM business and its success with our customers.
Reporting to the Head of Client Services, the Manager Client Services is responsible for leading and managing a team of Client Service Managers and Client Account Managers. This team is responsible for selected Global Banking and Commercial Banking PCM customers on a Regional and Local basis. A people management position, this is a challenging and rewarding role for an experienced Client Service Manager.
Your main responsibilities will include:
- Manage, coach and motivate a team of experienced PCM Client Service and Account Managers;
- Implementation of day to day processes and procedures to ensure a premier level of service and support is provided to portfolio customers;
- Escalation point for the Client Service team in regards to external or client issues;
- Ensure queries and client responses across the team are handled in a timely and efficient manner, in accordance with SLAs;
- Identification of promotional and cross selling opportunities of PCM products and other banking services where appropriate;
- Management of core internal and external stakeholders, building effective and sustainable working relationships.
Skills
To be successful in this role, you will require:
- Relevant Tertiary Qualifications;
- A minimum of 5 years experience in direct client contact, working with large or multinational customers;
- Experiencing managing a team of greater than 6 direct reports;
- A strong customer service orientation with the ability to manage escalation of complex issues;
- Exceptional stakeholder management skills and the ability to liaise with senior stakeholders both internally and externally.