Client Services Manager

HSBC; City of Edinburgh; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Private healthcare

Pension scheme

Hybrid work model

Job summary

HSBC is seeking a Client Service Manager for Global Liquidity and Cash Management, based in Edinburgh. You will be the first contact for day-to-day banking enquiries for a high-value client portfolio, ensuring service excellence and close collaboration with Sales, Relationship Managers, and Operations.

This hybrid role requires German fluency, prior customer service experience, and the ability to work under predefined SLAs while driving continuous improvements in client experience.

Qualifications

• German fluency in written and spoken form is essential.
• Experience in a customer service environment is required.
• Ability to work under pressure within SLAs and manage time effectively.
• Demonstrates ownership and decisive issue resolution.
• Proactive approach to investigate issues with minimal information.

Responsibilities

• Manage and resolve day-to-day queries from clients in your team.
• Encourage use of digital self-service tools to improve experience.
• Establish and maintain relationships with key stakeholders.
• Support the Team Leader to identify service improvements and act on them.
• Interact with global units including clients, Sales and Product Management.

Skills

German fluency

Customer service

Time management

Ownership mindset

Proactive problem-solving

Job description

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 an exciting new direction, we offer opportunities, support and rewards that will take you further. We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Client Service Manager – Global Liquidity and Cash Management (German speaking).

The Client Service Manager will support a portfolio of high-value Global Liquidity and Cash Management clients, acting as a first point of contact for day-to-day banking enquiries and ensuring client expectations are consistently surpassed. Working closely with the Client Service Team Leader, you’ll help the team partner with Sales, Relationship Managers, Product Management and Operations to identify tailored, competitive solutions and drive continuous service improvement.

This is a hybrid position with the base location for this role being Lochside Way, Edinburgh, so it is important that the successful applicant is within an easily commutable distance of our Edinburgh office.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In This Role You’ll

• Manage and resolve day-to-day queries from the clients supported in your team.
• Encourage clients to utilise digital self-service tools where possible to improve the client experience.
• Establish and maintain excellent working relationships with key stakeholders.
• Support the Client Service Team Leader to identify and introduce service improvements to enhance the overall client experience.
• Interact with global units including clients, global service teams (GSCs), Sales, Product Management and other elements of Client Management.

To be successful in this role you should meet the following requirements:

• Fluency in German (written and spoken) is essential.
• Prior experience in a customer service environment is required.
• Ability to work under pressure within pre-defined SLAs, with experience managing and prioritising your time effectively to deliver efficiently.
• Strong ownership mindset: able to liaise with relevant parties, make informed decisions and resolve issues effectively.
• Proactive approach, with the ability to investigate issues on your own initiative with minimal information.

Opening a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk: [phone].