Customer Service

HSBC Holdings plc; Mumbai; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

HSBC in Mumbai seeks a Client Service Manager to provide high-quality service to Global Trade Solution clients. You will own end-to-end trade transactions, resolve inquiries, and build strong client relationships.

The role requires 5–6 years in operations and client servicing, with knowledge of trade finance and regulatory guidelines. A collaborative, detail-oriented professional is ideal to support cross-functional teams and promote digital trade initiatives.

Qualifications

• Graduate or post-graduate degree; MBA or CA preferred.
• 5–6 years of operations and client servicing experience.
• Knowledge of trade finance basics and regulatory guidelines is a plus.

Responsibilities

• Own end-to-end trade transactions for premium/standard clients and ensure timely processing.
• Address inquiries, resolve discrepancies, and provide proactive solutions to clients.
• Coordinate onboarding documentation and respond to calls/emails with accurate guidance.
• Liaise with MO, Sales and product teams for day-to-day transaction activities and cross-sell opportunities.
• Monitor customer queries, ensure timely resolution, and promote digital trade capabilities.

Skills

Client servicing

Communication

Coordination

Relationship building

Education

Graduate, Post-Graduate, MBA/CA preferred

Tools

AI-enabled tools

Job description

Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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. Business descriptor: Trade has been the foundation of HSBC since 1865, it is evolving fast and so are we. With our network, expertise, and solutions we’re placed to help clients make sense of emerging trends, risks, and opportunities by being the global connectors, innovative problem solvers and strategic partners. We connect the world through trade. Our footprint gives clients access to roughly 90% of world trade flows providing a powerful mix of local, regional, and global knowledge to help them spot new growth opportunities. We are innovative problem solvers that provide a safer, smoother digital trade experience. We solve business challenges through growth, disruption, or uncertainty, and we bring clients insights and ideas to enable grow and protect their business. Our comprehensive suite of products and services can be combined into global solutions that help make it easier for businesses to manage trade risk, process trade transactions, and fund trade activities. Global Trade Solution Global Trade Solution comprises over 4,500 people across more than 60 countries, helping suppliers and buyers with their export and import finance needs. Trade is where HSBC began in 1865, when we financed commerce between Europe, North America and Asia.

Job Introduction Client Service Manager The jobholder is responsible for delivering a professional and high-quality service to address the needs of GTS clients, who, given their significance to HSBC, demand an exclusive service. Careful analysis and judgment are required to resolve a multitude of enquiries. The jobholder will be part of Client Servicing team led by Team Leader of regional client services teams and will be one of the named primary point of contacts for premium clients to facilitate the transaction processing. The job holder must own the transaction, handle Trade enquiries, resolve the discrepancies, proactively offer solutions and build strong relationships with premium clients. The jobholder must perform his duties defined in the charter with care, efficiency and every possible effort to deliver ‘customer delight’. The jobholder is also required to maintain ongoing business and maximize TSC revenue through proactive client services and maximizing the cross-selling opportunities. The position requires a broad understanding of all TSC products, services and procedures as well as an ability to offer tailor‑made, professional advice to clients. The jobholder should always be kept abreast of the business environment, regulatory changes and new service availability to fully capture the opportunity to identify cross‑selling opportunities.

Principal Responsibilities

• Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end to end completion of transaction processing.
• Ensure transaction does not break down for want of any document and internal approval.
• Arrange necessary internal approvals and tracking deferrals to facilitate the straight through processing and minimize the breaking down of transactions
• Address customer complaints and ensuring their effective resolution with high-quality customer service and appropriate flexibility, balancing the client relationship and business costs.
• Monitor E-helpline and raise / resolve customer queries, assigning them to relevant teams and ensuring complete resolution upto satisfaction.
• Facilitate preparation of forms/documentation for customers for client on-boarding.
• Answer incoming customer calls/emails for general and transaction-specific trade enquiries.
• Conduct proactive call backs to customer for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies etc.
• Follow up with clients, group offices, MO, Sales and various authorities. E.g. Follow up of PO / Export advance payments / Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS & IDPMS Reconciliation, Unaccepted import collection bills, disposal instructions for export proceeds, for payment follow ups with overseas group offices etc.
• Co-coordinate and liaison with MO, Sales and Product teams for various transaction related day to day activities and ensures the maximum output.
• Contribute in process / guidelines roll-out by way of Team Meetings to ensure effective understanding of the process and guidelines.
• Acquire knowledge and enhance business understanding, thereby support the development of a cohesive team and building an internal knowledge database.
• Act as trusted transaction advisor for clients, building and strengthening close relationships with these clients. When appropriate, accompanies Client Managers on customer visits.
• Arrange regularly meeting with clients every quarter and understanding their trade requirements.
• Monitoring Exports and local dispatches and ensuring documents are dispatched on time.
• Timely reporting of discrepancies and expedite resolution for the same.
• Managing the trade relationships of select clients.
• Promote Digital penetration
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

Role Requirements / Education Qualifications / Certifications / Experience:

• Graduate, Post-Graduate, (Professional qualifications such as MBA, CA preferred)
• 5-6 years of operations & client servicing experience.
• Good understanding of trade finance, ICC rules, FEMA & RBI guidelines (preferably CDCS).
• A high level of communication/coordination skill is also required as the jobholder must interact with both clients and internal departments (i.e. Client Management)
• Additional Tip: Familiarity with AI-enabled tools is an advantage.
• As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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