Client Service Manager

Functional Description:

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 recognized by the industry’s most prominent publications and associations with numerous global, regional and country awards.

People responsibility: N

Report to: SVP and Head of Client Service and Account Management

Role Purpose:

To deliver high quality ongoing client service for corporate clients. To manage the provision of client service support to high-valued liquidity and cash management clients.

Job Content:

1. Accountable for delivering Client Service Excellence globally and effectively managing any risks and issues.

2. Identify cross-sell opportunities and effectively manage the delivery against client promises.

3. Resolve client service issues and challenges.

4. Communicate with stakeholders at a country/regional level; ensure effective internal and external communication and sharing of CS project.

5. Serve as liaison between Client Service and other project stakeholders.

6. Work beyond the scope of the Service function to support sales, product and operations to deliver the strategic objectives of the business.

7. Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice.

Qualifications:

1. Bachelor/Master degree, major in business and related areas

2. Communication skills in writing, over the telephone and in personal meeting with clients

3. Ability of handling customer complaints and building personal & cordial relationship with clients

4. Take ownership of issues, including its timely escalation and resolution

5. Good standard of Chinese and English in both written and spoken