Head of Client Service

3 weeks ago

London, United Kingdom HSBC Full time

-Job description

Some careers offer brighter prospects than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Global Payments Solutions (GPS) 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 recognised by the industry’s most prominent publications and associations with numerous global, regional and country awards.

We are currently recruiting for a Head of Client Service within Global Payments Solutions Europe. This role will be responsible for providing a world-class, multi-language, multi-segment client service experience across a full range of Global Payments Solutions products to Global Banking and Markets and Commercial Banking clients based in or operating from 20+ European countries.

This role is based in Edinburgh, occasional travel to the four sites will be required (France, Germany, London & Edinburgh)

Your responsibilities will include:

- Directly lead over 200 account managers and client service resources across 4 sites, indirectly lead client service resources in offshore hubs and drive a digital-first servicing strategy to deliver better experiences to more than 20,000 clients in 20 + languages.
- Agree, set, embed, and track ambitious targets for delighting clients
- Explore ways of creating enhanced value through the client service organization using data for insights
- Work closely with the GPS Europe Exco, Global Payments Solution (GPS) Operations, Global Head of GPS Client Service, regional heads of client service and other stakeholders to refine the client services operating model, including moving to an optimal point of entry for clients, to support growth and enhance client experience
- Assist the Regional GPS Head in delivering strategic business goals; provide client feedback input to strategic planning, formulate tactical plans and drive projects and initiatives that improve client advocacy through a superior client experience. Manage and track the deliverables to ensure full execution by the region.
- Develop client service talent and capacity for growth and the increasing sophistication of GPS products incl. all payment products, multi-channels, cards, and liquidity product offerings.
- Establish strategic direction for Client Services across the region as well as contribute to the Group’s overall Global Payments Solutions strategy.
- Lead, manage and drive Client Services within HSBC’s Global GPS activities throughout the region, for Corporate, Commercial and Financial Institutions’ clients to position HSBC as a top provider of such services, in addition to and in support of, achieving maximum profitability and growth.
- Communicate with stakeholders at a regional/global level; ensure effective internal and external communication and sharing of such projects. Serve as liaison between Client Service and other project stakeholders including Sales - FIG / Corporate / CMB, GBM Management and CMB Regional Teams.
Requirements
- Extensive years of proven, progressive, and broad-based GPS experience or equivalent, including a proven track record in Client Servicing and experience of managing diverse, cross functional teams both regionally and globally.
- Ability to attract talent, lead large teams and connect at all organizational levels.
- Experience managing and leading larger transformation projects.
- Strong managerial, strategic leadership, communications, organizational, decision-making, lateral thinking, analytical and interpersonal skills.
- Excellent knowledge and direct experience of service provision and how customer service impacts client perception.
- Marketing, client engagement awareness including experience in selling and relationship management preferred.
- Detailed-oriented.
- Change Agent with a good track record of implementing a large-scale organizational, procedural, technology and people transformation program.

You’ll achieve more at HSBC.

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