Senior Trade Operations & Client Experience Lead

HSBC; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Market-leading private health cover

Enhanced parental pay

Subsidised banking products and seriv?

Bonus leave days

Wellness programmes

Discounted gym membership

Job summary

HSBC NZ Global Trade Solutions is seeking a Transaction Services Manager to lead high‑value client relationships with a focus on delivering outstanding operational performance and service quality. You will balance customer needs with HSBC policies, driving simplification, digitisation, and value delivery across trade services.

The role requires deep knowledge of Core Trade, Guarantees, and Receivables Finance, plus strong communication and problem-solving skills.

Qualifications

• University degree or relevant experience in customer service, sales or operations.
• Strong knowledge of trade products (Core Trade, Guarantees, Supply Chain and Receivables Finance).
• Technical trade knowledge in Export Documentary Credit checking/confirmation and discounting.

Responsibilities

• Drive outstanding operational performance and service quality.
• Process transactions in line with procedures, protecting integrity.
• Deliver processing within SLAs with right-first-time focus.
• Identify bespoke processing and support standardisation and control.
• Understand customer needs and provide HSBC-aligned solutions.
• Record dissatisfactions and drive root cause improvements.
• Collaborate with internal stakeholders to resolve queries and improve performance.
• Manage priorities, quality controls, and preventative measures.

Skills

Customer service

Communication

Problem solving

Multitasking

Team collaboration

Education

University degree

Job description

HSBC NZ Global Trade Solutions is seeking a Transaction Services Manager to lead high‑value client relationships with a focus on delivering outstanding operational performance and service quality. You will balance customer needs with HSBC policies, driving simplification, digitisation, and value delivery across trade services.

The role requires deep knowledge of Core Trade, Guarantees, and Receivables Finance, plus strong communication and problem-solving skills.