Client Service Manager

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are currently seeking an experienced individual to join this team in the role of Client Service Manager.

The Service Manager (CSM) is responsible for developing strong service focused relationships with their clients, understanding their business and utilization of our products. The GPS Client Service Manager is accountable for the service experience of an assigned portfolio of clients across the GPS Service landscape.

You'll provide comprehensive management of the GPS service experience for clients, engage clients directly as required to better understand their service needs and ensure delivery as appropriate. Advocate for the client and champion client escalations across HSBC.

In this role, you will:

• Field and resolve complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.
• Proven ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed.
• Accountability for client escalations; business-as-usual escalations as well as global service escalations, inquiries and/or projects. Coordinate remediation of issues and the communication to clients/internal stakeholders.
• Monitor client case type/activity to identify potential issues and opportunities for improvement. Proactively identify risks and issues as part of complex query oversight.
• Oversee local client-initiated projects; facilitate local completion of global client-initiated projects.
• Engage with Global counterparts for maintenance request, client queries and escalations.
• Identify and action red flags before they become client-identified issues.
• Develop and maintain internal and external contact list

To be successful in this role you should meet the following requirements:

• Fluency in Polosh (written and spoken) is essential as the role involves managing Polish clients.
• Experience in working within a fast-paced service-oriented environment with continually changing priorities.
• Analytical mindset and a desire to solve problems for others.
• Desire to identify and meet customer needs through matching a broad range of products and services.
• Time management and organization skills with the ability to manage multiple time sensitive tasks.
• Effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders.

Desirable

• Experience of working in an International Global Banking environment
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.
• Basic knowledge of HSBC Group companies and product ranges

The base location of this role is Edinburgh operating a Hybrid working model.

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500