Client Service Manager

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions

Role purpose

Manage the provision of service support to high-value Global Liquidity and Cash Management (GLCM) clients, ensuring client expectations are exceeded and that HSBC delivers a service superior to competitors. Act as a client liaison and partner with Sales, Relationship Management, Product Management, Implementations, and Operations to resolve day-to-day cash management enquiries and identify customised, competitive solutions for a dedicated client portfolio.

Key responsibilities

• Be accountable for delivering Client Service excellence, effectively managing risks and issues.
• Act as a GLCM consultant for a dedicated portfolio of clients.
• Identify and resolve daily cash management enquiries relating to: wire transfers, ACH, cheques, commercial cards, statements, billing, reporting, receivables (e.g., Lockbox), and other core cash management services.
• Resolve identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material matters.
• Open daily cases to track enquiries and manage them through to resolution within agreed timelines.
• Effectively manage and resolve client escalations, engaging senior management and functional partners as needed to achieve quick resolution.
• Keep abreast of external factors influencing international business (economic, cultural, geographical, procedural, and regulatory requirements).
• Interact with other global GLCM units, including international service teams, Senior Account Managers, Sales, Product Management, and Implementations, among others.
• Establish and maintain excellent working relationships with key HSBC stakeholders.
• Act as an ambassador for the team: contribute to its development, effectiveness, and success; share knowledge, experience, and best practices with junior team members within and beyond the immediate team, promoting a collective culture.
• Ensure all activity documentation is completed to support performance tracking.
• Take full ownership and facilitate the end-to-end customer journey.
• Live the Group Values.

Minimum requirements

• 3–5 years’ experience in financial services or the customer service industry (global cash management experience preferred).
• Bachelor’s degree in business or a related field, or equivalent work experience.
• Preferred: knowledge of industry standards related to Cash Management products and services.
• Preferred: experience with, or knowledge of, local regulatory requirements related to Anti-Money Laundering (AML) and/or Sanctions Compliance.
• Strong business acumen and commercial awareness, including economic, cultural, procedural, and regulatory considerations.
• Proven ability to deliver creative and flexible customer solutions.
• Excellent time management, planning, and organisational skills; ability to manage and complete multiple competing priorities, projects, and enquiries.
• Excellent interpersonal skills and ability to build relationships with internal and external stakeholders at all levels.
• Excellent communication skills (written and verbal) and ability to deliver compelling presentations.
• Strong analytical, problem-solving, and technical skills.
• Proficiency with Microsoft Word, Outlook, and Excel.

Nice to have

• Strong team player with the ability to drive and motivate self and others.
• Ability to understand a customer’s business and the fundamentals of running a business.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.
At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.
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.
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.

Issued By HSBC Electronic Data Process Mexico Private LTD