Head of Client Service and Account Management, Japan

Some careers have more impact than others

At HSBC, we’re committed to opening up a world of opportunity. Global Payments Solutions (GPS) helps corporate and institutional clients move, manage and optimise their money—securely, efficiently and at scale.

Global Payment Solutions is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across 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’re looking for a Head of Client Service, GPS, Japan to lead our client service and account management capability, strengthen client relationships, and drive a digital-first service model that improves client experience and supports sustainable growth.

Job Description: Head of Client Service, Global Payments Solutions (GPS), Japan

Role purpose

Lead Client Service and Account Management for Global Payments Solutions in Japan, delivering a client-centric, technology-enabled service model that strengthens client relationships, improves service outcomes, and supports sustainable revenue growth. The role drives “digital-first” customer engagement, guiding clients towards digital self-fulfilment while ensuring consistent, reliable delivery of payments and cash management solutions.

Key responsibilities

• Lead and transform Client Service & Account Management
• Set and execute the Japan Client Service strategy aligned to regional and global GPS direction.
• Transform servicing (onshore/offshore where applicable) by redesigning client journeys to increase digital self-fulfilment and improve capacity, cost efficiency, and service quality.
• Establish a differentiated service proposition by client segment to optimise coverage and outcomes.
• Deliver an outstanding client experience
• Drive a client-centric culture and ensure seamless end-to-end delivery across the client lifecycle.
• Partner closely with GPS Sales, Product, Implementation and Integration, Operations, and other internal stakeholders to deliver a consistent experience at every touchpoint.
• Ensure timely, high-quality resolution of client enquiries and issues through effective governance and cross-functional coordination.
• Account management, retention, and growth
• Strengthen relationships with strategic clients across Corporate and Institutional segments
• Conduct regular service reviews with key clients and use insights to improve service performance and deepen relationships.
• Identify opportunities for wallet-share growth through proactive engagement, cross-sell, and lead referrals, in partnership with Coverage and product teams.
• Client engagement, training, and thought leadership
• Provide proactive client education on product capabilities, digital tools, and themes impacting payments and corporate treasury.
• Support planning and execution of client forums, focus groups, roadshows, and other initiatives that enhance market visibility and client advocacy.
• Risk management and resilience
• Maintain strong risk and control standards, including timely identification, assessment, and governance of operational and conduct risks.
• Ensure effective incident and issue management, including reporting of incidents/near misses and closure of audit and control actions.
• Maintain robust business continuity and contingency planning, including business impact analysis and regular testing with clear communication to staff.
• People leadership
• Lead, develop, and retain a high-performing team; build succession plans and capability aligned to business needs.
• Create and execute a people strategy informed by employee feedback, promoting an inclusive, collaborative culture and strong performance management.

Key stakeholders

• Internal: GPS Sales, Product, Implementation & Integration, Operations, Coverage teams, Risk & Compliance, regional/global Client Service leadership, and other product partners.
• External: Strategic clients, industry stakeholders, and regulators (as required).

Experience and qualifications

Essential

• Significant experience in Payments / Cash Management within a corporate and institutional banking environment.
• Strong knowledge of cash management and payments products, servicing models, and industry standards.
• Proven track record of improving client satisfaction and service performance.
• Demonstrated leadership experience managing teams and driving transformation/change.
• Strong commercial acumen and ability to understand client business models and priorities.
• Strong stakeholder management skills across functions and seniority levels.
• Excellent communication skills (written, verbal, presentations), with strong analytical and problem-solving capability.
• Good understanding of financial crime and compliance considerations relevant to client servicing (e.g., AML-related requirements).
• Broad knowledge of global/regional banking operating models.

Desirable

• Experience across both Corporate and Institutional client segments, including Financial Institutions.
• Experience in digital servicing transformation and/or client journey redesign.

Language

• Business-level English and Japanese (level commensurate with client and stakeholder engagement requirements).