Senior Market Manager, Client Connectivity

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.Business Descriptor

HSBC Corporate and Institutional Banking is a market-led, financing-focused business that provides investment and financial solutions. Global Payments Solutions is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognized by the industry’s most prominent publications and associations with numerous global, regional and country awards.

Responsible for driving CIB revenue growth and continuous improvement of the client connectivity proposition within the market/region by identifying client needs, leading go-to-market initiatives and collaborating with internal teams to improve client experience.  

• Develop and execute country and regional market strategies to commercialise and grow adoption of client connectivity capabilities in alignment with GPS, GTS and MSS product strategies.
• Proactively own resolution of issues – such as process/operating model, client complaints and internal readiness/training.
• Identify emerging market trends, competitive threads/opportunities and client needs across digital client engagement in transaction banking. Establish frameworks to prioritise and communicate these market insights to global product managers for inclusion in future state architecture, roadmaps, and backlogs.
• Act as a subject matter expert for the client connectivity proposition across documentation, client onboarding and channel capabilities (web, mobile, H2H and APIs) in client meetings, pitches and industry events.
• Collaborate with market/product managers in other SVS and the client connectivity global product team to ensure future state architecture, solution design and roadmaps reflect country/regional needs and are aligned with local regulatory frameworks
  • Empower product managers in other SVS (i.e. DOME, CBCC, Liquidity, Trade) to work directly with IT teams on project execution by clearly articulating client connectivity design requirements and helping them solve for market requirements/regulation across documentation, client onboarding and channel capabilities. Allow these teams to own their execution (detailed requirements, development, and testing).
  • Drive commercialisation and readiness for global client connectivity projects in market/region. Ensure proper go-to-market plans are in place including pricing and billing procedures.
  • Own tracking of benefit targets for the country and/or region. Track benefit realisation in line with business case OKRs and team KPIs/scorecard.

     

     

  • Customers / Stakeholders:

    • Support the Client Solutions Team, and its Client Solution Architects to become subject matter experts in client connectivity capabilities and market specific nuances, enhancing quality and accuracy of technical advisory to clients.
    • Work with Client Solutions, Business Readiness and Content Teams to develop and maintain high quality client facing collateral, making this available through frontline hub for use in client pitches and RFPs.
    • Leverage client feedback and act as voice of the customer to shape continuous client connectivity improvements within specific market, and identify opportunity new revenue streams or strategic partnerships in collaboration with global product team.
    • Understand and proactively communicate the global client connectivity strategy and roadmap to in-market Sales, Coverage and Service Teams.

    Leadership & Teamwork:

    • Ensure high-performance client onboarding by owning operational and business readiness in market. Work with global product teams to implement global operating models in market, maximising standardisation, and automation. Partner with local legal, risk and compliance colleagues to ensure smooth delivery.
    • Enable the Client Change Management Team (Project Managers, Enablement Managers) to deliver world-class client experience with regular training and proactive support during client projects (new onboarding, amendments, and migrations).
      • Act as a role model for client centricity and collaboration across all functions within the CIB organization; enable efforts to position HSBC as the world’s best client connectivity bank.

    • Management of Risk & Compliance:

      • Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy.  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.
      • Implement the Group compliance policy locally by containing compliance risk in liaison with the Group Compliance Officer, Area Compliance Officer and Local Compliance Officers, ensuring adequate compliance resources and training.
      • Foster a strong conduct and compliance culture. The term ‘compliance’ embraces all relevant 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. When applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
      • Continually re-assess the operational risks 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.
      • Ensure compliance with all relevant internal instructions including Financial Instruction Manuals (FIMs), Group Circular Letters (GCLs) and external regulatory requirements, including the management of operational risk and adherence to the Group’s values.

Knowledge & Experience/Qualifications

• 10 years plus proven experience in transaction banking, treasury services and/or payments and cash management in a market, client facing role.
• Strong knowledge on Digital and Channel Management and commercialisation
• Capability to drive commercialisation and  revenue for digital initiatives . Adoption Rate will for digital channels will be a key performance indicator.

   

• Collaborative with Sales , Product IT and across product verticals to deliver seamless Customer Experience.

   

• Strong understanding of market systems, products and bank operations, and stages in the product lifecycle and how this translates into market management strategies.

   

• Excellent communication, presentation and stakeholder management skills.

• Good track record of bringing new product/digital capabilities to market.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India