Client Service Manager

CIB - Global Payments Solutions (GPS)

Global Payment Solutions (GPS) is made up of almost 10,000 colleagues across 58 countries and territories. This business is uniquely positioned to help clients make payments across borders, currencies and regulations, quickly and efficiently with dedicated in-country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional, and country awards. 

We are currently seeking an experienced professional to join our team.

In this role, you will: 

Basic Job Expectations:

• 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.

Customer Engagement

• Analyse client inquiry activity (case types) and interface with their clients to identify opportunities to:

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

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

• Experience in working within a fast-paced service-oriented environment with continually changing priorities. The incumbent must have 3-5 years of relevant experience.
• 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.
• Empathy.
• 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.