Will Xu
Sydney
Summary
Accomplished at HSBC Bank Australia Limited, adept in strategic account development and stakeholder relationships, I consistently lead a team of Account Managers in achieving their objectives and nurtured key partnerships, leading to significant deposit growth and revenue enhancement. Leveraging excellent communication and account management skills, I spearheaded initiatives that resulted in a 15% deposit share increase and over 50% revenue growth across Customer Care and Client Service Team portfolios. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
GPS Team Head, Client Service (Customer Care)
HSBC Bank Australia Limited
04.2023 - Current
- Successfully led a team of 6 Client Account Managers onshore who provide service coverage to 350 clients
- Managed the vendor relationship with our offshore partners who provide dedicated service to our top tier clients as well as our mass market segment that has over 1000 clients.
- Built strong relationships with internal stakeholders across Wholesale Operations, Wholesale Digital and Relationship Management organization.
- Contributed to the significant revenue and deposit growth across the Customer Care and Client Service Team portfolios.
- Drove initiatives that led to process improvement, reduced SLAs and better client experience.
- Coached teams in achieving their personal growth and career development.
Senior Global Account Manager, Commercial Banking
HSBC Bank Australia Limited
10.2021 - 03.2023
- Managed 30 top tier large corporations and mid market enterprises in Australia.
- Engaged regularly with clients through both day to day activities and sophisticated business reviews to understand needs, evaluate current product use and cross-sell new products. E.g., cross sold applicable deposit and other related products that led to deposit growth of 10%
- Took leading role in managing escalations at global level, identified and managed to resolve complex and high stake issues.
- Worked collaboratively with business development, product and relationship team to drive revenue growth. E.g., managed a key Fintech client that result in increased fee income by 15%
- Developed and cultivated long term relationships with clients by providing excellent service and care.
- Managed transaction related risks to be in line with bank's policy and procedure.
Senior Account Manager, Commercial Banking GLCM
HSBC Bank Australia Limited
01.2019 - 10.2021
- Managed 35 high-profile international subsidiary business clients as their trusted cash management adviser.
- Prepared strategic business reviews that lead to cross-sell and referral opportunities. E.g., exceeded cross sale targets by 25% driven by deep knowledge of client's businesses and their objectives.
- Defended and improved portfolio revenue by predicting potential competitive threats and outlining proactive solutions. E.g., handled a critical multi banked client, retained and grew deposit share by 20%.
- Drove business corridor initiatives targeting new business opportunities. Joined cold calling exercise and achieved success rate of 20%.
- Mentored junior account management professionals to develop their skills.
Client Account Manager, Global Banking & Markets
HSBC Bank Australia Limited
11.2015 - 01.2019
- Managed day to day banking queries from a portfolio of FI & NBFI clients.
- Worked closely with various departments within bank to ensure optimized and smooth settlements of transactions.
- Prepare due diligence documentations for clients on regular basis to ensure service level agreements are met.
- Collaborated with product and service delivery agents to provide innovative solutions to client's needs. E.g., worked with product and IT on new solutions to retain key accounts worth 15% of overall portfolio.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Built and strengthened long-lasting client relationships by providing client-centric experiences.
Client Service Manager, Commercial Banking GLCM
HSBC Bank Australia Limited
07.2014 - 11.2015
- Managed transaction banking related queries from both corporate and institutional clients, maintained and upheld service level agreements (SLAs).
- Took ownership of customer issues and followed problems through to resolution.
- Achieved high standards for customer service and exceeded customer satisfaction survey and testimonial targets. E.g., both client advocacy and service satisfaction score were 10/10.
- Collaborated with upper management to improve customer service processes and support structures department-wide.
Premier Sales Specialist, Wealth & Personal
HSBC Bank Australia Limited
02.2012 - 06.2014
- Served inbound, high net worth customers with wealth management and personal banking needs.
- Consistently beat sales targets for liabilities, cards & general insurance and held a state record of monthly premium sold.
- Collaborated with investment managers and financial planners on referral opportunities.
- Cross sold premier banking proposition and accounts overseas.
- Provided excellent service to client and built strong relationships.
Contact Centre Representative, Wealth & Personal
HSBC Bank Australia Limited
08.2010 - 01.2012
- Handled around 50 inbound calls per day from high net worth premier customers around the world. Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with sales team on cross sell opportunities discovered from active listening and needs based discussions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Master of Commerce - Commerce - Accounting
Macquarie University
Sydney, NSW 01.2008 - 12.2008
Bachelor of Commerce - Accounting
Macquarie University
Sydney, NSW 01.2005 - 12.2007
CFA Institute
Level 3 Candidate
Skills
Leadership
People Skills
Account Management
Stakeholder relationships
Excellent Communication
Goals and performance
Hobby
Soccer - a registered player in Football Australia
News reading - financial market news
Other Language
Mandarin (Chinese)
Excellent
Timeline
GPS Team Head, Client Service (Customer Care)
HSBC Bank Australia Limited
04.2023 - Current
Senior Global Account Manager, Commercial Banking
HSBC Bank Australia Limited
10.2021 - 03.2023
Senior Account Manager, Commercial Banking GLCM
HSBC Bank Australia Limited
01.2019 - 10.2021
Client Account Manager, Global Banking & Markets
HSBC Bank Australia Limited
11.2015 - 01.2019
Client Service Manager, Commercial Banking GLCM
HSBC Bank Australia Limited
07.2014 - 11.2015
Premier Sales Specialist, Wealth & Personal
HSBC Bank Australia Limited
02.2012 - 06.2014
Contact Centre Representative, Wealth & Personal
HSBC Bank Australia Limited
08.2010 - 01.2012
Master of Commerce - Commerce - Accounting
Macquarie University
01.2008 - 12.2008
Bachelor of Commerce - Accounting
Macquarie University
01.2005 - 12.2007
CFA Institute
Level 3 Candidate
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