Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Client Service Manager, Global Payments Solutions role.

Rezi rewrites your resume against HSBC Global Services Limited's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Client Service Manager, Global Payments Solutions posting at HSBC Global Services Limited — free, in seconds.

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

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.
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.
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.
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).
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.

Requirements

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.
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.

Skills

Proactive ownership and client advocacy
Structured judgement with timely risk escalation
Tech-curious, collaborative and future-ready
Japanese: Native-level proficiency (spoken and written).
English: Business-level proficiency (spoken and written).

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.