Client Service Manager

Be accountable for delivering Client Service excellence, effectively managing risks and issues. Act as a GLCM consultant for a dedicated portfolio of clients. Identify and resolve daily cash management enquiries relating to: wire transfers, ACH, cheques, commercial cards, statements, billing, reporting, receivables (e.g., Lockbox), and other core cash management services. Resolve identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material matters. Open daily cases to track enquiries and manage them through to resolution within agreed timelines. Effectively manage and resolve client escalations, engaging senior management and functional partners as needed to achieve quick resolution. Keep abreast of external factors influencing international business (economic, cultural, geographical, procedural, and regulatory requirements). Interact with other global GLCM units, including international service teams, Senior Account Managers, Sales, Product Management, and Implementations, among others. Establish and maintain excellent working relationships with key HSBC stakeholders. Act as an ambassador for the team: contribute to its development, effectiveness, and success; share knowledge, experience, and best practices with junior team members within and beyond the immediate team, promoting a collective culture. Ensure all activity documentation is completed to support performance tracking. Take full ownership and facilitate the end-to-end customer journey. Live the Group Values. 3-5 years' experience in financial services or the customer service industry (global cash management experience preferred). Bachelor's degree in business or a related field, or equivalent work experience. Preferred: knowledge of industry standards related to Cash Management products and services. Preferred: experience with, or knowledge of, local regulatory requirements related to Anti-Money Laundering (AML) and/or Sanctions Compliance. Strong business acumen and commercial awareness, including economic, cultural, procedural, and regulatory considerations. Proven ability to deliver creative and flexible customer solutions. Excellent time management, planning, and organisational skills; ability to manage and complete multiple competing priorities, projects, and enquiries. Excellent interpersonal skills and ability to build relationships with internal and external stakeholders at all levels. Excellent communication skills (written and verbal) and ability to deliver compelling presentations. Strong analytical, problem-solving, and technical skills. Proficiency with Microsoft Word, Outlook, and Excel. Strong team player with the ability to drive and motivate self and others. Ability to understand a customer's business and the fundamentals of running a business.