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About the Role

Be responsible for the global satisfaction and service experience of a portfolio of high-valued/premium 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.

Responsibilities

• Own the end-to-end service experience for assigned premium clients, establishing a clear engagement rhythm across local, regional and global touchpoints.
• Maintain a robust client footprint to deliver consistent coverage and governance across time zones and locations.
• Build trust-based relationships and act as an advisor, ensuring clients see HSBC as a coordinated global partner.
• Identify and deliver opportunities to improve service quality locally and regionally.
• 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, ensuring 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.
• Ensure adherence to applicable internal/external rules, regulations, procedures and HSBC control standards.
• Protect sensitive client and bank information in line with policy.
• Drive effective communication and collaboration with stakeholders at any level and in any location.
• Coordinate and lead delivery of client initiatives, ensuring disciplined communication, progress tracking and stakeholder alignment.
• Work closely with GPS Sales and Implementation & Integration teams to ensure smooth transition from implementation into BAU servicing.
• Provide structured feedback to Product teams on client needs and product/system requirements.
• Be accountable for annual revenue retention for the portfolio; partner with Sales/Relationship Managers to capture opportunities and support growth.
• Identify cross-sell/deepening opportunities and support delivery against client commitments.
• Monitor product utilisation and client feedback; identify training needs and provide guidance to maximise GPS product/channel capabilities and benefits.
• Identify opportunities to streamline processes, eliminate redundancy and strengthen relationships.
• Provide guidance to in-country colleagues on service-related issues; share knowledge, experience and best practices.
• Foster teamwork with local/regional/global service teams to ensure consistent high standards and a “one HSBC” client experience.
• Act as an ambassador for the GPS Client Service function and contribute to an inclusive, high-performance culture.

Requirements

• Solid experience in Cash & Liquidity / Payments / Cash Management and the ability to identify and understand client needs and requirements.
• Proven experience managing premium/top-tier client portfolios with senior stakeholder engagement and end-to-end issue ownership, including regional/global coordination.
• Strong planning/prioritisation and ability to manage multiple time-sensitive matters under pressure.
• Excellent written and verbal communication skills, including the ability to explain complex operational/technical topics clearly.
• Sound judgement around operational, regulatory and relationship risk; confident escalating appropriately.
• Experience engaging with corporate treasury/finance stakeholders and/or coordinating with client IT teams on channels/integration topics.
• Familiarity with digital channels and payments operations (e.g., cut-offs, exception handling, investigation flows).
• Japanese: Native-level proficiency (spoken and written)
• English: Business-level proficiency (spoken and written)

Skills

• Accountability & end-to-end mindset
• Trusted relationship and advisory mindset
• Regional/global communication and collaboration
• Commercial mindset
• Strategic/structured thinking
• Risk and control leadership
• Tech-curious and future-ready

Experience Level

• SAM level

Benefits

• Build trusted client relationships and advisory capability in Cash Management.
• Strengthen cross-boundary leadership and influence within the Bank (Japan/Region/Global).
• Build a foundation towards becoming a Global Account Manager and broaden your career options.
• Become future-ready through exposure to AI and emerging technologies.
• Deliver measurable service and commercial outcomes.

About the Company

• 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.