Global Payment Solutions- Client Service Manager- French Speaking

Hsbc Global Services Limited; City of Edinburgh; On-site; GBP 35,000 - 48,000; Full time

Job summary

HSBC Global Services Limited in the United Kingdom is seeking a Global Payment Solutions - Client Service Manager (French Speaking). The role focuses on developing strong service-driven client relationships, understanding client needs, and ensuring delivery of GPS services.

You will advocate for clients and manage escalations across GPS service areas, while supporting a fair, inclusive workplace and professional development opportunities.

Qualifications

• Fluent in French (minimum B2)
• Experience in international Global Banking or financial services environment
• Ability to work in a fast-paced service-oriented environment with changing priorities
• Analytical mindset and problem-solving orientation
• Desire to meet customer needs with a broad range of products/services
• Strong time management and organizational skills
• Effective communication and cross-functional collaboration
• Empathy and client relationship focus

Responsibilities

• Field and resolve complex service inquiries; provide timely responses and proactive communications
• Evaluate options for resolution of complex queries and escalate when needed
• Manage client escalations, including global service escalations and projects
• Monitor client inquiry activity to identify risks and improvement opportunities
• Oversee local client-initiated projects and coordinate with global counterparts
• Engage with Global teams for maintenance requests, queries, and escalations
• Identify red flags before they become client issues
• Develop and maintain internal/external contact lists
• Analyze client inquiry activity to reduce volumes and drive digital adoption

Skills

French language

Banking experience

Service orientation

Analytical mindset

Time management

Communication skills

Stakeholder management

Empathy

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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking a professional to join our team in the role of Global Payment Solutions- Client Service Manager- French Speaking

The purpose of the role is for developing strong service focused relationships with their clients, understanding their business and utilization of our products. The GPS Client Service Manager is accountable for the service experience of an assigned portfolio of clients across the GPS Service landscape. They provide comprehensive management of the GPS service experience for clients, engage clients directly as required to better understand their service needs and ensure delivery as appropriate. Advocate for the client and champion client escalations across HSBC.

As an HSBC employee in the UK, you will 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 will be responsible for:

• Field and resolve complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.
• Proven ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalates challenges when needed.
• Accountability for client escalations; business-as-usual escalations as well as global service escalations, inquiries and/or projects. Coordinate remediation of issues and the communication to clients/internal stakeholders.
• Monitor client case type/activity to identify potential issues and opportunities for improvement. Proactively identify risks and issues as part of complex query oversight.
• Oversee local client-initiated projects; facilitate local completion of global client-initiated projects.
• Engage with Global counterparts for maintenance request, client queries and escalations.
• Identify and action red flags before they become client-identified issues.
• Develop and maintain internal and external contact list.
• Analyse client inquiry activity (case types) and interface with their clients to identify opportunities to: Reduce service case volumes and drive digital adoption. Efficient use of existing/new products and Improve time to service.

To be successful in this role you should have:

• Fluent in French – minimum B2 level
• Experience of working in an International Global Banking or within financial services environment – highly preferable
• Experience in working within a fast-paced service-oriented environment with continually changing priorities.
• Analytical mindset and a desire to solve problems for others.
• Desire to identify and meet customer needs through matching a broad range of products and services.
• Time management and organization skills with the ability to manage multiple time sensitive tasks.
• Effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders.
• Empathy.
• Knowledge of day-to-day workings of a Corporate Treasury environment, foreign exchange, intercompany loans, payroll, and payments.

Opening up 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:

Telephone: [phone]