IWPB Client Services Manager

Why join us?

As part of IWPB Client Services, you will play a critical leadership role in driving operational excellence, customer centricity and continuous improvement. You will have the opportunity to shape team culture, deliver on strategic objectives, and champion best-in-class service for our clients within a dynamic and highly regulated environment. This is the ideal role for leaders looking to make meaningful impact through the empowerment and development of high-performing teams, effective stakeholder management, and the innovation of process and service delivery.

Your leadership will help to foster an inclusive workplace, support professional growth, and further strengthen HSBC’s reputation for trusted, customer-focused service. If you are looking for a visible and challenging opportunity to build your career and drive positive change, IWPB Client Services could be the perfect next step.

What you’ll do

The Opportunity:

As a Manager in IWPB Client Services, you will lead a team accountable for delivering high-quality customer service, efficient case resolution, and operational excellence. You’ll drive your team to meet key performance targets for KYC, CDD, and customer query management, while ensuring compliance with regulatory and risk standards. Day to day, you will manage escalated cases, oversee process execution, and use MI data to identify trends and implement improvements. You will partner directly with Relationship Managers, Operations, Compliance, among other stakeholders to address complex client needs and contribute to strategic projects, including digital transformation and process automation. This role offers the chance to build capability, mentor talent, and make a measurable impact on both colleague engagement and customer experience within HSBC.

Impact on the Business:

• Lead, coach and motivate your team to exceed targets for KYC reviews, CDD/EDD completion, and first contact resolution, ensuring all cases meet SLA requirements.
• Oversee and prioritise high-value and urgent escalations such as blocked accounts, complex queries and remediation cases, ensuring timely and accurate resolution.
• Maintain high standards for every customer interaction by monitoring case status, reviewing aged items, and delivering feedback to drive continual improvement.
• Use MI and feedback (including NPS, customer comments and complaints data) to identify trends, recognise successes, and coach for performance improvement.
• Strengthen complaint management by owning end-to-end logging, investigation, and resolution, and escalating product or system issues appropriately.

Customers & Stakeholders:

• Build strong relationships with stakeholders (e.g. RMs, KYC Ops, Transformation, Compliance, Risk, IT etc.), providing expertise and prompt issue resolution.
• Oversee customer outreach, ensuring your team delivers professional communication and effective follow ups to support customers through KYC and CDD.
• Manage quality assurance reviews, benchmarking and consistency checks to uphold high standards of customer interaction and compliance.
• Proactively escalate service risks, errors or systemic issues, keeping stakeholders informed and protecting HSBC’s reputation.

Leadership & Teamwork:

• Set clear expectations, provide regular coaching, and support development through mentoring for the team.
• Foster a culture of feedback, continuous improvement, and cross-team collaboration.
• Lead team engagement, support resource planning, and play an active role in onboarding and upskilling colleagues.
• Champion an inclusive, accountable and resilient team culture.

Operational Effectiveness & Control:

• Ensure compliance with audit, regulatory and risk requirements, managing and escalating errors or control gaps promptly.
• Drive process improvements and automation using MI and customer feedback.
• Monitor productivity, accuracy, service and complaint metrics, using data to guide team performance.
• Ensure completion of mandatory training and adherence to confidentiality and data protection.

What you will need to succeed in the role:

Qualifications & Experience:

• Significant experience leading customer-facing and/or operations teams in a Financial Services environment.
• Proven success in embedding process improvement and driving team performance against challenging targets.
• Advanced stakeholder management and communication skills, with the ability to influence, negotiate and collaborate across functions and regions.
• In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.
• Strong analytical and MI skills; ability to interpret data and make actionable recommendations.
• Track record of coaching and developing colleagues; passionate about people growth and team engagement.
• Strong prioritisation and organisational ability, able to manage high volumes and competing deadlines in a fast-paced environment.
• Demonstrated resilience, adaptability, and capability to lead teams through change.
• Experience with digital service delivery, Conversational Banking or transformation programmes is desirable.
• University degree or equivalent and relevant professional qualifications preferred.

What additional skills will be good to have?

• Execute and deliver project tasks within budgets, time scales and of high quality of output.
• Excellent interpersonal and customer service skills with a customer-centric approach.
• Excellent communication skills (oral & written) in English. Other language capability complementing with key markets will have added advantage.
• Strong telephone communication abilities.
• Ability to build connections and work collaboratively within IWPB and across line of businesses.
• Able to cope with pressure and tight deadlines and be change oriented.
• Able to work independently under minimal supervision.
• Microsoft Word, Excel, Power Point skills required.