Client Service Manager, Global Payments Solutions

Functional Description

Global Payments Solutions (GPS) provides payments, collections and liquidity products to Commercial Banking and Global Banking corporate and institutional clients. The team supports clients across domestic and cross-border payment flows, channels and cash management-related service needs.

Role Purpose

Be responsible for the global satisfaction and service experience of a portfolio of high-valued/premium (top-tier) GPS clients, ensuring a superior experience locally, regionally and globally.

Act as the client’s single point of contact for complex service needs beyond basic transactional enquiries, and establish a trusted relationship as the client’s GPS Cash Management advisor—building credibility so clients naturally choose to consult you.

Go beyond “capturing requirements”: proactively bring relevant proposals and discuss options as an equal partner with client stakeholders (Treasury, Finance, Treasury Operations and, where relevant, IT).

Provide final escalation ownership for complex/critical client issues, applying strong cash management knowledge, sound risk judgement, disciplined communications, and timely escalation with clear impact and actions.

Partner closely with Relationship Managers/Sales, Product, Operations/Service Delivery, Implementation & Integration and Technology—across Japan, Region and Global—to deliver solutions, retain revenue, drive digital utilisation, and support growth, enabling clients to bank with HSBC Globally.

Principal Accountabilities (What you’ll do)

Proactive Client Engagement & Service Excellence (SAM level)

Provide excellent client service primarily via case management system, telephone and email, ensuring responses are timely, accurate and professional.

Proactively engage clients (planned outreach, periodic service check-ins, post-incident follow-ups) to confirm satisfaction, reinforce best practices and identify issues early.

Act as the point of contact for assigned clients; take full ownership of queries, requests and operational issues until the client accepts resolution.

Follow required call/email quality guidelines and maintain a strong focus on accuracy, follow-up discipline and end-to-end accountability.

Apply service recovery skills to resolve concerns quickly and address root causes to avoid repeat occurrences.

End-to-End Enquiry & Issue Management, Controls and Risk Judgement (Final escalation)

Manage and coordinate resolution of complex domestic/regional/global issues across payments, receivables, channels and liquidity/cash management solutions.

Act as final escalation point for significant client service challenges; ensure disciplined communications, clear ownership, and closure with lessons learned.

Demonstrate strong risk awareness and judgement; identify operational risks, unusual activity, or control weaknesses and escalate promptly with clear impact, recommendation and next steps.

Ensure adherence to applicable internal/external rules, regulations, procedures and HSBC control standards; respond within agreed timelines to audit/regulatory matters and escalate material concerns appropriately.

Protect sensitive client and bank information in line with policy; ensure activity documentation is complete to support performance tracking and governance.

Stakeholder Collaboration & Cross-Boundary Delivery

• Handle a broad range of service requests including (where applicable): account maintenance, payments, online banking/e-channel enquiries, troubleshooting and claims.
• Demonstrate sound risk judgement and apply risk management controls during client interactions; escalate issues in a timely manner with clear impact and next steps.
• Promote and protect the Bank by managing risk in day-to-day activities, including identifying unusual activity or operational deficiencies and escalating appropriately.
• Understand and ensure compliance with all relevant internal and external rules, regulations and procedures applicable to the role and the conduct of business.

Technology Fluency & Future-Ready Service Delivery

Build strong working knowledge of GPS systems, digital channels and transaction behaviours (e.g., common failure points, exception handling, cut-offs, data dependencies) to improve troubleshooting quality and speed.

Partner with Implementation & Integration, Service Delivery/Operations and Technology teams to resolve issues, support client queries effectively, and translate technical concepts into clear client communications.

Maintain curiosity and learning agility around AI and future technologies relevant to cash management (including, but not limited to, AI-enabled servicing, tokenised deposits and digital currencies) and help incorporate practical learnings into BAU activities (e.g., improved client guidance, enhanced self-service, smarter communications, better triage).

Stakeholder Collaboration & Continuous Improvement

• Liaise intensively with internal stakeholders (e.g., GPS Sales, Relationship Managers, Product, Service Delivery/Operations, Implementation & Integration, Technology teams) locally and globally to deliver solutions and meet client needs.
• Support smooth transition from implementation into business-as-usual servicing, and provide ongoing coverage as client requirements evolve.
• Monitor product utilisation and client feedback; identify training needs and provide guidance to help clients maximise GPS product/channel capabilities and benefits.
• Provide structured feedback to Product teams on client needs and product/system requirements to support enhancements and operational efficiency improvements.
• Identify cross-sell/deepening opportunities in partnership with coverage teams, and support delivery against client promises where appropriate.
• Contribute to a consistent, market-leading client service proposition and continuous improvement of service workflows and operating model.

Skills & Behavioural Expectations

Proactive ownership and client advocacy: Demonstrates curiosity and drive, reaches out proactively to clients, anticipates needs, and takes end-to-end accountability for client outcomes and satisfaction.

Structured judgement with timely risk escalation: Applies logical thinking and rational decision-making, prioritises effectively, and escalates with timely reporting based on sound risk judgement and controls awareness.

Tech-curious, collaborative and future-ready: Builds strong understanding of systems and channels, stays curious about AI and emerging payments technology (e.g., tokenised deposits and digital currencies), and works collaboratively to embed improvements into BAU.

Qualifications / Experience

Essential

• Strong client service and issue resolution capability in a professional environment, with proven ownership and follow-through.
• Excellent written and verbal communication skills (email/telephone/client meetings), able to explain complex topics clearly (including operational/technical topics).
• Strong planning and prioritisation skills; comfortable handling multiple time-sensitive items under pressure.
• Demonstrated learning agility and willingness to build technology understanding and apply it in day-to-day servicing.

Desirable

• Banking experience is a plus; Cash Management / Transaction Banking experience is advantageous.
• Experience supporting corporate treasury/finance/treasury operations stakeholders and/or engaging with client IT teams on channel or integration topics.
• IT-related education background and/or experience supporting digital channels is an advantage.

Language Requirements

Japanese: Native-level proficiency (spoken and written).

English: Business-level proficiency (spoken and written).

What you will achieve / gain

Develop strong systems and digital servicing expertise: Strengthen your understanding of transaction flows, channel behaviours and root-cause troubleshooting, improving speed and quality of resolution.

Grow future-ready capability: Build practical familiarity with AI and emerging technology themes in payments/cash management (including tokenised deposits and digital currencies) and help translate insights into BAU improvements.

Strengthen cross-functional influence: Enhance your ability to coordinate outcomes across Product, Operations, Implementation and Technology in a matrix organisation.

Deliver measurable service improvements: Contribute to workflow improvements, client education, and operational efficiency enhancements that raise the bar for the team’s service proposition.