Senior Implementation Manager

3 weeks ago

Chicago, United States HSBC Full time

Job description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

The role holder is responsible for turning revenue opportunities brought by PCM Sales, RM’s and Client Service Officers into realized revenue. This position manages the end-to-end customer implementation function for Payments and Cash Management (PCM), ensuring proper staffing, policies, procedures and work tools are in place to support the function.
They will also ensure all new and existing business relationships for complex, high-value clients, including local and Group relationships, are managed to successful completion to achieve total customer satisfaction and optimized revenue.

As our Senior Implementation Manager you will:

  • Manage the end-to-end client implementation process
  • 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
  • Partner with sales to conduct scope/discovery meetings with client to develop solutions and strategies that align with the client’s business and technical needs
  • Develop Business Requirements Documents and Project Plans outlining clear scope of work with milestones, deliverables and timelines for internal and external stakeholders, including clients
  • Ensure implementation scope is fully articulated and agreed with the client, project team and all key stakeholders
  • Drive deals through the implementation process as quickly and efficiently as possible to enable speed to revenue realization
  • Act as a single point of contact for clients during the implementation process.  Take ownership, lead and track client issues/problems and work with the client and internal stakeholders to resolve
  • Advocate for the client across the HSBC network of more than 68 markets during the implementation process to ensure the implementation proceeds at pace
  • Provide a positive and professional onboarding experience for all new customers
  • Help to generate future business from existing customers
  • Manage the resolution of client issues via e-mail, telephone/Zoom or in-person in a timely and accurate manner
  • Manage and coordinate complex and very complex GPS (Global Payment Solutions) client implementation plans involving a wide range of commercial cash management products for key countries and group business relationships
  • Establish and develop close working relationships with pertinent country and Group offices and operational areas to facilitate efficient customer implementation


    For this role, HSBC targets a pay range between $75,000 and $155,000.

    The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

    At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle. Requirements

    You´ll likely have the following qualifications to succeed in this role:

    • Qualification to a University Degree and/or training courses
    • In-depth knowledge of commercial cash management and electronic banking products or equivalent
    • Proven ability to deliver creative and flexible customer solutions
    • Ability to understand a customers business and the fundamentals of running a business
    • Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
    • Ability to interact with business customers at all levels
    • Project Management skills
    • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
    • Excellent time management, planning and organizational skills
    • Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations


      In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

      As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future

      All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

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