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 professional to join our team in the role of Client Service Manager.

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

This key role within a top-performing team will focus on clients located in Poland, providing comprehensive management of the GPS service experience for clients, engaging to better understand their service needs and ensure delivery.  You will advocate for the client and champion client escalations across HSBC.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Field and resolve complex service inquiries; ensuring timely response and proactive communications until client expectations are met
• Evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed
• Be accountable 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
• Analyse your client inquiry activity (case types) and identify opportunities to:

• • Reduce service case volumes and drive digital adoption
  • Efficient use of existing/new products
  • Improve time to service

• Oversee client-initiated projects; facilitate local completion of global client-initiated projects
• Engage with Global counterparts for maintenance requests, client queries and escalations
• Identify and action red flags before they become client-identified issues

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

• Experience in working within a fast-paced, service-oriented environment with continually changing priorities
• Desire to identify and meet customer needs through matching a broad range of products and services
• Analytical mindset and a desire to solve problems for others
• Time management and organization skills, with the ability to manage multiple time-sensitive tasks
• Effective communication and interpersonal skills with experience in interacting across functional lines and building relationships with internal and external stakeholders
• Fluency in Polish language

This is a hybrid role based in Edinburgh

The role requires someone that can speak Polish fluently

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, socio-economic background 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 via hsbc.recruitment@hsbc.com.