Senior Manager, Client Satisfaction, CCO

HSBC; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading financial services organization is seeking a Senior Manager for Client Satisfaction in London. This role involves designing initiatives to improve client experiences and collaborating with various teams to ensure client feedback translates into actionable improvements. Candidates should possess strong analytical and advocacy skills, thrive in a dynamic environment, and be eager to enhance both business processes and client interactions.

Benefits

Internal career advancement opportunities

Diverse and inclusive workplace

Accessibility accommodations available

Qualifications

• Strong passion for client advocacy; ability to empathize with client needs.
• Solid understanding of business processes and data analysis.
• Proactive and innovative mindset with problem-solving orientation.

Responsibilities

• Support design and implementation of client satisfaction initiatives.
• Collaborate with stakeholders to enhance overall client experience.
• Identify gaps and develop solutions in partnership with teams.

Skills

Client Advocacy

Business Analysis

Data Analysis

Collaboration

Analytical Skills

Communication Skills

Job description

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge and develop your skills. Bring your knowledge of our brand to a new role and grow further.

CIB represents the Group’s largest allocation of capital and delivers HSBC’s international promise to institutional, corporate, and mid-market customers worldwide. We aim to be the #1 CIB bank globally by building on HSBC’s strengths and exploring new growth areas to ensure long-term success.

We are currently seeking an experienced individual to join our team as a Senior Manager, Client Satisfaction.

In this role, you will:

• Support the design and implementation of client satisfaction initiatives, including processes and frameworks to enhance the overall client experience;
• Collaborate with CIB bankers, product teams, and stakeholders to ensure client feedback is effectively presented and translated into actionable improvements aligned with business objectives;
• Identify gaps proactively and develop solutions in partnership with cross-functional teams;
• Coordinate efforts across departments to ensure seamless execution and alignment with CIB’s goals;
• Act as a client advocate, ensuring the client perspective is represented in discussions, decisions, and project planning.

Requirements

To succeed in this role, you should meet the following criteria:

• A strong passion for client advocacy, with the ability to empathize with client needs and translate feedback into meaningful solutions;
• A solid understanding of business processes and data analysis to identify trends and develop frameworks;
• An effective team player who collaborates across departments and thrives in a dynamic, fast-paced environment;
• A proactive and innovative mindset, seeking opportunities to solve problems, improve processes, and enhance client experiences;
• Strong analytical and communication skills to turn data into insights that drive measurable impact.

The role is based inLondon with a Hybrid working model.

Continue to grow with our internal opportunities.

At HSBC, we value diverse and inclusive workplaces. We are committed to removing barriers and ensuring our careers are accessible to everyone. We are proud to be a Disability Confident Leader and will offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the role’s minimum criteria.

If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk.

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