Senior Project Manager, Client Change Management

HSBC; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Job summary

HSBC in London is seeking a Senior Project Manager in Client Change Management to lead onboarding of clients onto Global Payments Solutions, coordinating cross-functional teams and managing complex payment and liquidity projects.

You will own client relationships post-sale, drive milestones, and partner with Legal, IT, Operations, Sales and Product to deliver seamless transitions while maintaining HSBC's standards and client satisfaction.

Qualifications

• Extensive experience in building effective client relationships and stakeholder management.
• Proficiency in payments and liquidity product knowledge.
• Project management experience and/or relevant qualifications.
• Familiarity with design thinking principles.
• Excellent communication and influencing skills.
• Ability to drive timelines and revenue focus; manage high revenue/strategic clients.
• Ability to represent HSBC at industry events and position HSBC in treasury management.
• Ability to simplify processes and contribute to continuous improvement for Net Promoter Score.

Responsibilities

• Provide pre-mandate and RFI/RFP consultation and project management expertise for our diverse client base, utilising your deep SME knowledge of Payments, Liquidity, ERP, and Regulatory Solutions
• Lead and manage multiple complex projects to onboard clients to for varied Global Payments Solutions products
• Streamline documentation processes using tools like GDOCs to ensure accurate and timely delivery, minimising friction
• Employ proactive project management methodologies and utilise our scalable organisational design to manage multiple complex and global client projects effectively
• Serve as the central liaison between internal and external stakeholders across multiple regions, effectively communicating with clients and senior stakeholders
• Take ownership of client relationships post-sales, leading client communication throughout the project lifecycle and beyond
• Ensure every client can operate their accounts and services as expected, and project expectations are met before a project is completed
• Drive continuous improvement initiatives to enhance our Net Promoter Score, providing valuable feedback to Product to improve client experience
• Collaborate with cross-functional teams globally, including Legal, Operations, IT, Sales, and Product, to optimise internal processes and project delivery
• Stay updated on the latest developments in payments products and technology
• Act as a role model and escalation point for the team, providing training, support and guidance
• Drive the strategic priorities of the GPS business, promoting a positive culture by maintaining a balanced approach to work and life, even when under pressure

Skills

Client relationships

Stakeholder management

Payments knowledge

Liquidity knowledge

Project management

Design thinking

Communication

Influencing

Resilience under pressure

Time-to-revenue focus

Industry events

Process improvement

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 50 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 Senior Project Manager, Client Change Management. This role can be based out of our Edinburgh or London office.

The role of Senior Project Manager in Client Connectivity is pivotal in shaping global and local client relationships by leading a team to manage multiple payments and liquidity projects to successful completion. You'll lead the charge in onboarding clients onto our channels and solutions, ensuring seamless transitions and driving satisfaction, and will manage several top-tier clients yourself.

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

• Provide pre-mandate and RFI/RFP consultation and project management expertise for our diverse client base, utilising your deep SME knowledge of Payments, Liquidity, ERP, and Regulatory Solutions
• Lead and manage multiple complex projects to on-board clients to for varied Global Payments Solutions products,
• Streamline documentation processes using tools like GDOCs to ensure accurate and timely delivery, minimising friction
• Employ proactive project management methodologies and utilise our scalable organisational design to manage multiple complex and global client projects effectively
• Serve as the central liaison between internal and external stakeholders across multiple regions, effectively communicating with clients and senior stakeholders
• Take ownership of client relationships post-sales, leading client communication throughout the project lifecycle and beyond
• Ensure every client can operate their accounts and services as expected, and project expectations are met before a project is completed
• Drive continuous improvement initiatives to enhance our Net Promoter Score, providing valuable feedback to Product to improve client experience
• Collaborate with cross-functional teams globally, including Legal, Operations, IT, Sales, and Product, to optimise internal processes and project delivery
• Stay updated on the latest developments in payments products and technology
• Act as a role model and escalation point for the team, providing training, support and guidance
• Drive the strategic priorities of the GPS business, promoting a positive culture by maintaining a balanced approach to work and life, even when under pressure

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

• Extensive experience in building effective client relationships and stakeholder management
• Proficiency in payments and liquidity product knowledge
• Previous project management experience and/or relevant qualifications.
• Familiarity with design thinking principles
• Ability to manage competing deadlines effectively in real-time
• Excellent communication and influencing skills
• Proven ability to excel under pressure and drive strategic initiatives forward
• Be able to drive project timelines to achieve optimal time to revenue, focusing on high revenue/strategic clients
• Ability to represent HSBC at Industry Events and to help position HSBC as a top provider of treasury management services
• Ability to simplify and challenge existing processes. Contribute to continuous improvement initiatives to enhance our Net Promoter Score

London office relocation:

Between January and April 2027, many office-based HSBC employees in London will move from either 8 Canada Square or Queen Victoria Street to one of our new sites at St. Paul’s or Canary Wharf. Depending on when they join, successful candidates may start at an existing office before moving or join directly at a new location. The specific location cannot be confirmed at advert stage and will be discussed during the recruitment process. This does not apply to branch-based or HSBC Innovation Bank roles.

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, socio-economic background 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 via [e-mail] .