Job Description

Job description

ACCOUNT MANAGER - GERMAN SPEAKER

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

Requirements

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

• 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\xe2\x80\x99s
• 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 (German and English) with experience of adapting your style and approach to the audience and message being delivered.

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 apply for our roles, please contact our Recruitment Helpdesk:

Email:
Telephone: +44 2078328500

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

HSBC