Senior Account Manager, Global Payments Solutions

Functional Description

Global Payments Solutions (GPS) provides payments collections and liquidity products to Commercial Banking and Global Banking corporate and institutional clients. The team supports clients across domestic and cross-border payment flows channels and cash management-related service needs.

Role Purpose

• Be responsible for theglobal satisfactionand service experience of a portfolio ofhigh-valued/premium (top-tier)GPS clients ensuring a superior experiencelocally regionally and globally.
• Act as the clientssingle point of contactfor complex service needs beyond basic transactional enquiries and establish a trusted relationship as the clientsGPS Cash Management advisorbuilding credibility so clients naturally choose to consult you.
• Go beyond capturing requirements: proactively bring relevantproposalsanddiscuss options as an equal partnerwith client stakeholders (Treasury Finance Treasury Operations and where relevant IT).
• Providefinal escalation ownershipfor complex/critical client issues applying strong cash management knowledgesound risk judgement disciplined communications and timely escalation with clear impact and actions.
• Partner closely with Relationship Managers/Sales Product Operations/Service Delivery Implementation & Integration and Technologyacross Japan Region and Globalto deliver solutions retain revenue drive digital utilisation and support growth enabling clients to bank with HSBC Globally.

Principal Accountabilities (What youll do)

Proactive Client Engagement & Service Excellence (SAM level)

• Own the end-to-end service experience for assigned premium clients establishing a clear engagement rhythm (service check-ins reviews post-incident follow-ups) across local regional and global touchpoints.
• Maintain a robust client footprint (key contacts and influencers service plan solutions in use preferences known pain points) to deliver consistent coverage and governance across time zones and locations.
• Build trust-based relationships and act as an advisorensuring clients see HSBC as a coordinated global partner rather than disconnected local units.
• Identify and deliver opportunities to improve service quality locally and regionally including service recovery root-cause elimination and workflow enhancements.

End-to-End Enquiry & Issue Management Controls and Risk Judgement (Final escalation)

• Manage and coordinate resolution of complex domestic/regional/global issues across payments receivables channels and liquidity/cash management solutions.
• Act as final escalation point for significant client service challenges; ensure disciplined communications clear ownership and closure with lessons learned.
• Demonstrate strong risk awareness and judgement; identify operational risks unusual activity or control weaknesses and escalate promptly with clear impact recommendation and next steps.
• Ensure adherence to applicable internal/external rules regulations procedures and HSBC control standards; respond within agreed timelines to audit/regulatory matters and escalate material concerns appropriately.
• Protect sensitive client and bank information in line with policy; ensure activity documentation is complete to support performance tracking and governance.

Stakeholder Collaboration & Cross-Boundary Delivery

• Drive effective communication and collaboration with stakeholdersat any level and in any location(clients; global/regional/local service teams; Sales/RMs; Product; Operations; Implementation & Integration; Technology) recognising that requirements differ by roleand aligning them into one client outcome.
• Coordinate and lead delivery of client initiatives (local regional or global) ensuring disciplined communication progress tracking and stakeholder alignment.
• Work closely with GPS Sales and Implementation & Integration teams to ensure smooth transition from implementation into BAU servicing and to support evolving client requirements.
• Provide structured feedback to Product teams on client needs and product/system requirements to support enhancements and operational efficiency improvements.

Commercial Mindset: Retention Deepening and Digital Utilisation

• Be accountable for annual revenue retention for the portfolio; partner with Sales/Relationship Managers to capture opportunities and support growth.
• Identify cross-sell/deepening opportunities and support delivery against client commitments.
• Monitor product utilisation and client feedback; identify training needs and provide guidance to maximise GPS product/channel capabilities and benefits.
• Identify opportunities to streamline processes eliminate redundancy and strengthen relationshipsturning service into a competitive advantage.

Leadership & Teamwork (without direct line management)

• Provide guidance to in-country colleagues on service-related issues; share knowledge experience and best practices to uplift team capability.
• Foster teamwork with local/regional/global service teams to ensure consistent high standards and a one HSBC client experience.
• Act as an ambassador for the GPS Client Service function and contribute to an inclusive high-performance culture aligned to HSBC Values.

Skills & Behavioural Expectations (SAM)

• Accountability & end-to-end mindset: Takes ownership through to resolution; tenacious on outcomes and quality.
• Trusted relationship and advisory mindset: Builds credibility; brings proposals; can discuss and negotiate priorities/options with clients as an equal partner.
• Regional/global communication and collaboration:Communicates clearly across time zones and cultures; connects the dots between local and global teams so clients have consistent experience.
• Commercial mindset: Thinks retention and growth not just resolution; spots and progresses opportunities with partners.
• Strategic/structured thinking: Connects issues to root cause and broader client experience; prioritises well and communicates crisply.
• Risk and control leadership: Strong awareness of business/relationship risk in cash management and escalates appropriately.
• Tech-curious and future-ready: Builds understanding of systems/channels and keeps curious about emerging payments technology (e.g. tokenised deposits digital currencies) and how to embed improvements into BAU.

Qualifications / Experience

Essential

• Solid experience inCash & Liquidity / Payments / Cash Managementand the ability to identify and understand client needs and requirements.
• Proven experience managing premium/top-tier client portfolios with senior stakeholder engagement and end-to-end issue ownership includingregional/global coordination.
• Strong planning/prioritisation and ability to manage multiple time-sensitive matters under pressure.
• Excellent written and verbal communication skills including the ability to explain complex operational/technical topics clearly.
• Sound judgement around operational regulatory and relationship risk; confident escalating appropriately.

Desirable

• Experience engaging with corporate treasury/finance stakeholders and/or coordinating with client IT teams on channels/integration topics.
• Familiarity with digital channels and payments operations (e.g. cut-offs exception handling investigation flows).

Language Requirements

• Japanese: Native-level proficiency (spoken and written)
• English: Business-level proficiency (spoken and written)

What you will achieve / gain

• Build trusted client relationships and advisory capability in Cash Management:Youll actively manage client relationships in the Cash Management domainnot simply turning requests into solutions or managing global relationships but building trust so clients naturally think I should speak to this person. Based on that trust youll develop the ability to make relevant proposals and discuss priorities and solutions with clients as an equal partner.
• Strengthen cross-boundary leadership and influence within the Bank (Japan/Region/Global):Youll learn to align stakeholders with different priorities and requirements and drive communication and collaboration across local regional and global teamsso clients consistently experience Banking with HSBC Globally.
• Build a foundation towards becoming a Global Account Manager and broaden your career options:By developing the above capabilities youll build a strong platform to manage larger clients globally as a Global Account Manager while also expanding your longer-term career choices.
• Become future-ready through exposure to AI and emerging technologies:Youll deepen your understanding of how AI and emerging technologies are changing day-to-day work and client service in payments and cash management and by operating within that change youll strengthen your own future-ready capabilities.

Deliver measurable service and commercial outcomes:Youll translate client insights into tangible improvementsenhancing client satisfaction preventing recurrence through root-cause fixes improving processes and supporting utilisation and retention through better service and adoption.