GTS Transaction Services Team Leader

Some career choices have more impact than others.

At HSBC our purpose is to Open up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring 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.

As an HSBC employee in New Zealand, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym membership.

HSBC Global Trade Solutions (GTS) is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions. The Transaction Services Manager plays a key role in proactively ensuring an industry-leading customer experience across high-value GTS relationships.

You’ll drive a culture of outstanding operational performance and service quality, balancing exceptional customer service with HSBC policies, procedures and controls. You’ll also support the transformation agenda across simplification, streamlining and digitisation to enhance customer experience and deliver value to the bank.

Responsibilities:

• Drive outstanding operational performance and service quality to support growth and improve customer retention.
• Process transactions in line with applicable procedures, including FIMs, GOPs and other internal requirements, protecting the integrity of operations.
• Deliver transaction processing within agreed customer SLAs, with a focus on “right first-time” processing to reduce rework and improve turnaround times.
• Identify and challenge bespoke processing and undocumented/ unapproved policy variations, supporting standardisation and control.
• Understand customer needs through feedback, providing transparent service and solutions aligned to customer requirements and HSBC standards.
• Support a customer-centric culture by recording dissatisfaction, using complaints as an opportunity to improve, and addressing root causes.
• Collaborate with internal stakeholders (e.g., Client Services, Sales, Relationship Managers, GSC and local management) to resolve queries and improve performance and quality.
• Prioritise activities effectively, manage service quality controls, and implement preventative measures to reduce errors and repeat issues.
• Implement recommendations and best practices following audit findings and country visit reports, ensuring no repeat findings.
• Support and inspire colleagues, mentoring junior team members and driving continuous improvement and professional development.
• Contribute to business initiatives and value-added client activities (e.g., service reviews, trade academies and advisory sessions) to maintain and improve service standards.

Requirements:

• University degree and/or relevant experience in customer service, sales, or operations.
• Solid knowledge of trade products, including Core Trade, Guarantees, Supply Chain and/or Receivables Finance.
• Technical trade knowledge in Export Documentary Credit checking, Export Documentary Credit Confirmation and Discounting (experience across Import, Guarantees and Receivables Finance is an advantage).
• Strong interpersonal skills, including excellent written and verbal communication (English and local language), with the ability to negotiate and influence.
• Strong judgement and problem-solving capability, able to identify and resolve issues while maintaining service performance.
• Ability to multitask, work independently, and collaborate effectively in a dynamic team environment.
• Ability to manage crises and make good, timely decisions in challenging situations.
• Strong focus on operational risk and controls, with commitment to adhering to applicable laws, regulations, Group policies, procedures and standards.
• Desirable: knowledge of HSBC’s organisation structure, GTS products/solutions and eChannels, and familiarity with operations, systems and end-to-end processes.

Preference will be given to candidates who hold New Zealand PR / Citizenship or Australian Citizenship, or who can demonstrate current unrestricted work rights in New Zealand without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

You’ll achieve more at HSBC.  Learn more about careers at HSBC New Zealand – https://www.about.hsbc.co.nz/careers

HSBC takes pride in a diverse and inclusive working environment that sees our people benefit from mentoring, flexible working and the support of Employee Resources Network Groups.  Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.