Service Management

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

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.

Service Management delivers technology solutions to the Corporate and Institutional Banking (CIB) sector. As a leading international commercial, trade, and payments bank, we support millions of businesses across more than 50 markets. The Service Manager is pivotal in collaborating with the regional production support team to manage major incidents affecting business operations, ensuring swift restoration of IT services. This role requires engaging with senior stakeholders in both business and IT (Directors/Managing Directors) with clear and effective communication.

As our Manager, Client Development you will:

• Collaborate with the regional production support team to ensure service quality by monitoring service levels, analysing trends, and addressing deficiencies.
• Manage major incidents impacting business operations, serving as an escalation point for regional stakeholders and handling escalations professionally.
• Work with various stakeholders to assess the business impact of incidents and provide regular, clear updates to business and IT management.
• Lead Major Incident Reviews across multiple units to identify problems and root causes, preventing future occurrences.
• Act as the regional management contact for disaster recovery efforts.
• Serve as a liaison between technology operations, business units, and global support functions.
• Regularly gather and incorporate client feedback into service improvements through collaboration with client service teams.
• Facilitate joint workshops and brainstorming sessions with client service teams to address recurring client issues.
• Track and analyze client satisfaction metrics, including response times and resolution rates for client-reported incidents.
• Access to workshops and courses focused on customer relationship management and enhancing client interactions.

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

• Proven experience in Production Support and Service Management within the Corporate Banking domain, particularly in Payments/Channels.

• Skilled in leading and managing critical incidents reported by Frontline teams and Clie|nt Connectivity IT teams.
• Comfortable engaging with senior stakeholders in business and IT.
• Demonstrated ability to empathize with clients, actively listen, and translate technical issues into client-friendly language.
• Familiarity with Banking Payment Systems and HSBCnet, HSBC Connect Product Knowledge, with Treasury API knowledge preferred.
• Flexibility for Working hours to support major incidents and participate in regular global team meetings, including non-office hours and holidays.

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 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!

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.

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.