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Senior Client Implementation Manager–Quality & Deal Coordination : 00008PEE


Senior Client Implementation Manager–Quality & Deal Coordination : 00008PEE

Employment Type: Regular

Global Liquidity and Cash Management (GLCM) is one of HSBC’s global product lines generating over 10% of Group revenues. Supporting Commercial Banking (CMB) and Global Banking and Markets (GBM), our business is made up of almost 10,000 people in more than 55 countries, and is uniquely positioned to help clients make and receive payments, across borders and regulations, in multiple currencies. Our expertise in this area has been recognised by the industry’s most prominent publications as the best global cash manager for corporate and financial institutions in consecutive years.

The role is responsible for offering a systematic and flexible approach to the deal assignment process and management of the end-to-end implementation process including:
Direct development and implementation of a high quality, risk aware client implementation culture to deliver superior post-sales on-boarding to Global Banking and Markets (GBM) and Commercial Banking (CMB) clients, across the full range of Global Liquidity and Cash Management (GLCM) products that is consistent throughout this and other HSBC regions

Creating and executing a deal workflow process to ensure proper assignment of new and existing business relationships based on deal value, complexity, and relationship revenue
Cross train stakeholders in Sales, Relationship Managers, and Client Service officers to enhance deal submission quality and ensure visibility to key deals in the pipeline.

Work with head of Implementation to drive strategic projects and initiatives that ensure proper staffing, policies, procedures and work tools are in place to support the function.
Articulating and implementing Regional Client Management Implementation strategic framework for optimizing client experience in support of the business; communicates with and engages stakeholders at regional, multi-regional and global levels.
Develop and create relevant MI to support management of the implementation teams.

Manage, coach, and lead a team to support the above activities – as assigned

Principal Accountabilities

  • Manage the deal assignment process to ensuring proper allocation of deals to team members based on complexity, team capabilities, and client revenues/value
  • Leading the implementation of operational plans and priorities to drive delivery of the agreed client execution strategy, ensuring Regional requirements and variations in the business model are accurately accounted for in our Client on-boarding methodology
  • Communicate with stakeholders at a regional/global level; ensure effective internal and external communication and sharing of such projects
  • Serve as liaison between Client Management Implementation and other project stakeholders
  • Support the Country Head of Implementation to ensure the performance objectives of the business are achieved
  • Work beyond the scope of the Implementation function, to support sales, product, operations and the rest of Client Management to deliver the strategic objectives of the business
  • Delivery of client implementation programs as part of end-to-end client execution and transaction fulfilment lifecycle.

Customers / Stakeholders

  • Initiate, lead and drive a wide range of strategic projects within country and on a global basis. Projects span the breadth of GLCM as well as related areas such as Sales, Service, and Operations
  • Manage and track the deliverables to ensure full execution by the country
  • Build and manage relationships with “key service” providers i.e. GLCM Sales, Relationship Managers, Client Service, Legal Compliance, and other relevant Groups
  • 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
  • Help to understand clients’ needs in order to improve our offering to existing customers
  • Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Maintain close liaison with country and region colleagues/ stakeholders to provide input into the strategic direction of GLCM.

Leadership & Teamwork

  • Communicate a clear vision for the GLCM business that is aligned to the overall HSBC vision, Values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture
  • Set expectations, share best practice and manage, monitor, coach and develop team to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience
  • Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives
  • Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC’s diversity policy and/or the best interests of the business and its customers

Operational Effectiveness & Control

  • Manage the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximise end to end integration, effectiveness and efficiency
  • Maintain a robust and efficient control environment across GLCM to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise
  • Lead the development, implementation and maintenance of GLCM management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels
  • Lead the implementation and oversight of GLCM policy and governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance

Management of Risk (Operational Risk / FIM requirements)

  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’.
  • The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC’s Financial Crime Risk Appetite.
  • The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
  • The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards.
  • The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.

This will be achieved by:

  • Continuously reassessing 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.
  • Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.

Observation of Internal Controls

  • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
  • The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 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 following statement is only for roles with managerial or specific Compliance responsibilities
  • The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about 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.


  • BA in related discipline and 5-8 years of experience in related field OR MA and 3-5 years of experience in related field
  • Product Management
  • Technology
  • Programme Delivery/Process improvement
  • Global Liquidity and Cash Management or GTRF
  • Experience in managing e-commerce platforms
  • Commercial and Corporate customers
  • Experienced project/programme manager with relationship management skills and/or industry product specialist
  • High level of business acumen and commercial awareness, together with a sound knowledge of the full range of transaction banking products commerce and/or ecommerce
  • Relevant transaction banking product knowledge
  • Knowledge of HSBC Group, subsidiaries & product ranges
  • High level oral and written communication skills and presentation skills including public speaking
  • Technical and Computer skills and technical HSBC net knowledge
  • Complex and analytical reasoning
  • Treasury/ Foreign Exchange knowledge

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 : 24-Feb-2017, 19:44:01 Unposting Date : 10-Mar-2017, 02:59:00

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