Client Service Manager

5 hours ago

Bengaluru, Karnataka, India HSBC Full time ₹ 6,00,000 - ₹ 9,00,000 per year

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Client Services Manager 

Business: GPS Operations

Principal responsibilities

Lead and manage a team to deliver exceptional client service, contributing to the successful execution of strategic objectives.Monitor team workflows globally and address escalations, ensuring timely and effective resolution of client issues.Establish strong client relationships, understanding client needs, business priorities, and GPS product utilization.Regularly analyze client activity to reduce service case volumes, increase self-service adoption, and improve time-to-service metrics.Coordinate cross-functional efforts to ensure seamless service delivery and issue resolution across regions.Monitor team performance using metrics and implement necessary actions to achieve or exceed service-level targets.Manage global service escalations, facilitating communication between internal and external stakeholders.Advocate for clients by identifying opportunities to improve their overall experience and satisfaction.

Major Challenges:

Balancing diverse client and portfolio demands while meeting multiple stakeholder requirements.Navigating the complexities of a matrix organizational structure with differing goals and expectations.Managing escalations across regions with varying service standards and processes.Dealing with fast-paced changes in communication lines, technology, and client demands.Ensuring team alignment and collaboration across markets globally, some of which may have limited processes or procedures in place.Driving continuous improvement in a competitive environment to retain and enhance client relationships.

Qualifications:

Strong knowledge of Global Payment Solutions (GPS) products, services, and treasury management.Hands-on experience in people management.People management experience – Leading, motivating and developing, large teams with diversified responsibilities for min of 2 years.Excellent planning, organizational, and time-management skills to handle multiple time-sensitive tasks in a Global environment.Strong analytical and problem-solving skills with attention to detail.Proven ability to manage escalations and work with internal teams to resolve complex issues.Ability to build relationships across internal teams, clients, and stakeholders globally. Possesses experience of establishing and maintaining relationships with senior decision makers.Proficiency in understanding regulatory, procedural, and cultural aspects of international business.Strong focus on delivering an exceptional client experience with the ability to connect service outcomes to business value.Effective communication and interpersonal skills with the ability to advocate for client needs.Strong adaptability to organizational changes and an innovative mindset to improve business outcomes.

What additional skills will be good to have?

Experience working in an international global banking environment.Familiarity with the workings of client segment dependency teams such as foreign exchange teams, HSBCnet, payments etcIs a change leader to drive and implement changes within the Payments Business Service?Has in the past, taken difficult decision by keeping global strategy and / or bigger picture in view.Basic knowledge of HSBC Group companies and product ranges.Advanced skills in MS Excel and PowerPoint to manage and present data effectively.Experience in handling Cross-Border client service operations.

You'll achieve more at HSBC 

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***

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