Job Description

Role Purpose

Soporte Integral a Clientes Clave (SICC) is the support pool that serves companies that have subscribed to Conexión Corporativa, Connet Heritage, and Connect Digital through the local Host-to-Host electronic channel. This is a bank-to-client connection type where communication is established server-to-server. Through this channel, the company can securely and automatically transfer files containing high volumes of collection or payment instructions to HSBC.

Principal Accountabilities:

• Act as a single point of contact for programme administrators, treasurers, and finance managers of GPS GB and CMB (CIB) card clients, handling incidents and ensuring the correct processing of payment files and inbound transactions received through Conexión Corporativa.
• Contribute to the delivery of the key strategic initiatives set by GPS Service leadership which will influence delivery of solutions to our customers across GBM and CMB
• Facilitate the provision of technical guidance to clients regarding the use of electronic channels such as MiVision and DQM.
• Act as a Services champion (Subject Matter Expert) for the RMs, Sales Managers within CMB and GBM to structure the transactions and ensure and to provide service advisory solutions to the respective clients.
• Ensure positive customer experiences through support and advice on comprehensive solutions.
• Ensure that GPS is responsive to the requirements and expectations of the Global Businesses with regard to service expectation on Commercial Cards.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Drive and maintain regular dialogue with Global Businesses to ensure alignment of objectives and effective communication of GPS Services initiatives.

Role Context

Client experience is a key differentiator in transaction banking, and SICC plays an important role in protecting and strengthening that experience for our connected corporate clients. Through Host to Host (H2H) local connectivity (Conexión Corporativa, Connet Heritage and Connect Digital), clients send high volumes of payment and collection instructions to HSBC, so service quality depends on fast response, clear ownership and accurate processing.

SICC provides that value by operating as a specialised support pool for complex and high-impact queries. As connectivity solutions and file-based processing become more sophisticated, clients and internal teams increasingly need a service specialist who can own an issue end-to-end—from incident logging, investigation and escalation, to confirmation of correct file application and final resolution. In practice, SICC acts as a single point of contact for key stakeholders such as Implementation and Integration teams, connected clients, Payroll Managers, Relationship Managers (RMs), CST Managers and Digital Managers.

To be successful, SICC works in close coordination with multiple internal and external stakeholders, ensuring efficient communication and strong case management. This includes the follow-up of escalated cases (for example, missing reports or connection errors), contingency communications to the appropriate channels, and ongoing tracking until closure. SICC also supports the renewal of Conexión Corporativa encryption certification and provides client-specific project support based on each company’s needs, helping ensure a stable, secure and automated service for file transmission and inbound operations.

Knowledge & Experience / Qualifications

• Bachelor’s degree in Systems Engineering, Computer Science, or a related field.
• Minimum 1 year of experience in service and technical support.
• Intermediate English proficiency.
• Experience using Group systems (Hogan, Lotus Notes, TEF, SPEI).
• Intermediate Excel skills.
• Strong negotiation skills with internal segments and/or corporate clients.
• Strong analytical skills to identify potential risks or control improvements in Operations in a timely manner.
• Sound decision-making skills and ability to take ownership (empowerment).
• Strong teamwork and collaboration skills.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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