Client Implementation Manager

At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Buffalo, New York office.

The role is responsible for the delivery of post-sales support to Global Banking and Markets (GBM) and Commercial Banking (CMB) clients, across a full range of Global Liquidity and Cash Management (GLCM) products. The role incorporates Client integration and Client Implementation

The role holder is responsible for providing end-to-end customer implementation encompassing the project management, testing and production deployment of GLCM products and solutions.
  • Manage the end-to-end client management process providing a positive and professional onboarding/client experience for customers and ensure that appropriate arrangements are in place for delivering a seamless customer experience
  • Provide a positive and professional on boarding experience for all new customers
  • Put highly complex and/or technical information into simple terms so that stakeholders can easily understand it
  • Support new and existing colleagues promoting and contributing to an engagement culture.
  • Act as an ambassador for the team and contribute fully to its development, effectiveness and success
  • Help to understand clients' needs in order to improve our processes for existing customers
  • Actively engage with colleagues across HSBC to ensure that all customer's needs are met at the first point of contact
  • Understand and describe which products and channels relate to specific customers
  • Continuously look for innovative ways to improve business outcomes and add value to customers/stakeholders/colleagues and evaluate customer information to identify and achieve ways to differentiate and improve customer service
  • Continuously adapt to balance and prioritise different demands of the team and requirements from multiple directions and stakeholders
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Contribute to the development and implementation of a risk aware client management culture


Qualifications

Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions

Essential
  • Proven track record of managing complex and demanding client implementations. Proven ability to manage multiple projects with conflicting timescales
  • Ability or previous experience managing technical integration discussions with the customer
  • Demonstrate stakeholder management skills and ability to work "in the gray" for an extended period of time
  • Proven experience managing difficult conversations with both internal and external stakeholders
  • Good understanding of GLCM products and channels and the ability to relate to client business requirements and capabilities
  • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
  • Excellent time management, planning and organization skills
  • Strong analytical skills


Desirable
  • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
  • Broad knowledge of GLCM product capabilities.


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.