Snr Client Implementation Manager- Global Liquidty & Cash Management – Burnaby : 00008JCM

Employment Type: Regular

The role holder is responsible for turning revenue opportunities brought by PCM Sales, RM’s and Client Service Officers into realized revenue. This position manages the end-to-end customer implementation function for Payments and Cash Management (PCM), ensuring proper staffing, policies, procedures and work tools are in place to support the function.
They will also ensure all new and existing business relationships for complex, high-value clients, including local and Group relationships, are managed to successful completion to achieve total customer satisfaction and optimized revenue.
The role holder is responsible for the management of a team.

Impact on the Business

• Manage the end-to-end client implementation process
• Ensure a direct bottom line impact by enabling the flow of new revenue through the client implementation process
• Ensure a direct impact to customer perception of HSBC by providing a high quality on-boarding experience
• Provide a positive and professional onboarding experience for all new customers
• Help to generate future business from existing customers
• Generate cross country referrals facilitated via Global Links
• Generate referrals for other Global Businesses, e.g. Private Banking, GBM, RBWM, as appropriate
• Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements.

Customers / Stakeholders

• Manage the resolution of client issues via e-mail, telephone or in-person in a timely and accurate manner
• Monitor system performance and ensure customers are notified of delivery delays and system-related issues
• Arrange post-implementation review to ensure complete customer satisfaction
• Support new and existing colleagues promoting and contributing to an engagement culture.

Leadership & Teamwork

• Manage and coordinate complex PCM client implementation plans involving a wide range of commercial cash management products for key country and Group business relationships
• Establish and develop close working relationships with pertinent country and Group offices and operational areas to facilitate efficient customer implementation
• Ensure timely and accurate completion of all required reporting of departmental activities
• Lead and manage client implementation teams to deliver a superior service, the Group strategy and business objectives
• Establish and maintain excellent working relationships with the key HSBC stakeholders
• Represent the interest of Client Implementation at steering committees and working groups
• Support new and existing colleagues promoting and contributing to an engagement culture.
• Enhance the Bank’s image in the marketplace to build key relationships with third parties.
• Be ultimately responsible for the performance management of your team, using relevant performance management tools, ensuring timely action is taken to improve underperformance, to maximise effectiveness of the team.
• Ensure development activities are a core priority and enable all team members to take reasonable time for learning and developmental activities.
• Live the Group values
• Act as an ambassador for the team and contribute fully to its development, effectiveness and success
• Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

• Develop and implement processes that ensure efficient and effective customer solutions.
• Manage the ongoing maintenance of complete and accurate client documentation
• Work with other relevant departments and ensure all documentation, policy, procedural and service issues are resolved and implemented
• Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices
• Cultivate an environment that supports diversity and reflects the HSBC brand
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Major Challenges

• Securing appropriate staffing levels in cost conscious environment.
• Keeping staff adequately trained on the broad spectrum of PCM products that change frequently.
• Managing conflict with customers and internal support teams while preserving the relationships and getting the job accomplished.
• Managing global deals with poor system tools and the current lack of agreed processes and procedures.

Role Context

• Must be able to operate independently with minimum supervision.
• Must be able to work effectively with Group in regard to agreement on the Target Operating Model (TOM) for Implementation and implementation related projects such as ClientSphere.

Management of Risk

• Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
• Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Qualifications

• Minimum of 5-7 years proven and progressive cash management product set-up and management experience or equivalent.
• Minimum 2-4 years working in a team leader or management role, managing teams of customer service or sales advisors
• In-depth knowledge of commercial cash management and electronic banking products.
• Proven ability to deliver creative and flexible customer solutions.
• Ability to understand a customers business and the fundamentals of running a business
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Ability to interact with business customers at all levels
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Excellent time management, planning and organisation skills
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Strong analytical skills
• Project Management skills
• Knowledge of CMB’s international proposition / product capabilities.
• Broad knowledge of HSBC Group capabilities.
• Qualification to a University Degree and/or training courses.

Job Field : Commercial Banking
Primary Location : North America-Canada-British Columbia-Burnaby
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 09-Dec-2016, 13:49:16 Unposting Date : 24-Dec-2016, 02:59:00