Client Service Manager

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC, and discover how diversity drives our success. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Global Payment Solutions (GPS) 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 country and regional and global 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 individual to join this team in the role of Client Service Manager.

In this role you will:

• Field and resolve basic and complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.
• Be accountable for client escalations; business-as-usual escalations as well as global service escalations, inquiries and/or projects. You will identify and action red flags before they become client-identified issues and coordinate remediation 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 and engage with Global counterparts for maintenance request, client queries and escalations.
• Develop and maintain internal and external contact list.

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

• Both written and oral fluency in both German and English.
• Have experience working within a fast-paced service-oriented environment with continually changing priorities.
• Have an analytical mindset and a desire to solve problems for others.
• Have effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders with empathy
• Time management and organization skills with the ability to manage multiple time sensitive tasks.

*Please note: This role is based at the Edinburgh Lochside Way Office. The successful applicant will be required to spend at least 2 days a week at this location. Hybrid working is available, but the role holder will need to live within a commutable distance of the aforementioned office.

As an HSBC employee in the UK, you will 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
• A contributory pension scheme with a generous employer contribution.

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, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500