# ICG Client Service Team Lead

**Company**: HSBC
**Location**: Buffalo
**Experience**: mid
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://portal.careers.hsbc.com/careers/job/563774610794281
**Canonical**: https://yubhub.co/jobs/job_94d43af3-634

## Description

In compliance with applicable laws, HSBC is committed to employing only those who are authorised to work in the US. Our purpose is to open up a world of opportunity for our customers. The ICG Team Lead is responsible for ensuring that the entire NBFI and Affiliate portfolio is managed in line with the Global Payments Solutions client satisfaction and retention targets.

This people manager ensures that their team succeeds at all objectives as defined in their individual scorecards. The team consists of Regional Account Managers, Client Service Managers, and Team Leads based in three countries.

The Service and Account Management function within Global Payments Solutions ensures that clients receive a superior and consistent experience across their entire suite of HSBC cash management products and services.

The Team Lead acts as a coach, mentor, escalation point, and strategic change agent – maintaining a high level of customer service while improving upon the department’s ways of working.

As a Team Lead, you will:

Manage the liquidity and cash management needs of a portfolio of Non-Bank Financial Institutions, and Affiliate Clients. Maintain close relationships with decision makers and key influencers in our top clients’ RHQ/GHQ Treasury and Finance organisation. Foster a culture of confidence, ownership, and innovative thinking. Build a strong network of trust and collaboration with internal stakeholders from Sales, Coverage, Operations, and senior management throughout the bank. Accountable for identifying opportunities to deliver Client Service excellence within the region and globally; effectively managing risks and issues. The candidate must have a strong understanding of the cash management business, especially payments and client connectivity. Coordinate global service delivery with Client Service counterparts in other regions/countries across HSBC markets and be the central contact point for service escalation matters within the home region. Monitor metrics and performance indicators (KPIs, OKRs, SLAs) and implement remedial actions as needed. Support clients beyond normal business hours when aligned to specific client requirements, HSBC business requirements or exigencies

## Skills

### Required
- cash management
- payments
- client connectivity
- team management
- client service
- risk management
- global service delivery

### Nice to have
- International Cash Management (Cert ICM)
- Lean Six Sigma
- SWIFT Certified
- Certified Treasury Professional (CTP)