Team Manager - Client Services

HSBC; Quezon City; On-site; PHP 800,000 - 1,300,000; Full time

Job summary

HSBC is seeking an experienced Team Manager – Client Services to lead a client servicing team delivering email and phone support for Global Payments Solutions. You will drive performance, customer experience, and risk awareness while coordinating with country and regional stakeholders to ensure a consistent service across channels.

Fluent English, proven leadership, and strong management information interpretation are essential to deliver operations excellence within HSBC's global network.

Qualifications

• Proven experience leading customer service or operations teams.
• Strong customer orientation with experience managing escalations to resolution.
• Ability to interpret management information and translate insights into actions.
• Knowledge of operational risk, controls, and audit requirements in regulated environments.
• Excellent written and verbal English communication.

Responsibilities

• Own end-to-end performance management for the team and deliver agreed customer experience, service and productivity outcomes.
• Use management information to identify trends, root causes and service hotspots, then implement and track improvement plans.
• Plan and prioritize work based on urgency, customer impact, business risk and available capacity.
• Translate GPS Client Management Operations strategy into clear objectives, daily management routines and measurable team actions.
• Own and resolve escalated customer concerns and complaints, ensuring clear communication and timely follow-through.
• Build effective relationships with country and regional stakeholders and provide relevant management information and action plans.
• Ensure consistent support across channels, payments and collections, corporate cards, account services and liquidity solutions.
• Anticipate stakeholder needs and take proactive action to prevent service disruptions.
• Coach, mentor and develop colleagues, creating a culture of accountability, empowerment and continuous improvement.
• Set clear expectations, provide timely feedback and manage performance fairly and consistently.
• Motivate the team through change and encourage innovation, ownership and sharing of best practice.
• Work independently with minimal supervision while collaborating effectively with peers and business partners.
• Maintain robust operational risk and control standards across all team activities.
• Ensure procedures, product knowledge and process updates are understood and applied consistently.
• Review operational data, incidents and recurring errors, then implement sustainable corrective actions.
• Produce clear business correspondence, reports, presentations and management information using Microsoft Excel and PowerPoint.

Skills

Team leadership

Coaching

Customer service

Operational risk

Management information

Planning

English communication

Tools

MS Excel

PowerPoint

Job description

Quezon, National Capital Region (NCR), PH, 1101

Brand: HSBC

Some careers shine brighter than others.

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 62 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 an experienced professional to join our team in the role of Team Manager – Client Services .

Role Context:

Lead a Client Servicing team that provides email and phone support to Diamond to Foundation customers across Global Payments Solutions products and services. The role is accountable for team performance, customer experience, operational productivity, people development, risk management and control. It translates business priorities into clear team actions, uses management information to identify performance gaps, and works with country and regional stakeholders to deliver consistent, high-quality service across the customer digital lifecycle.

What you’ll do:

• Own end-to-end performance management for the team and deliver agreed customer experience, service and productivity outcomes.
• Use management information to identify trends, root causes and service hot spots, then implement and track improvement plans.
• Plan and prioritize work based on urgency, customer impact, business risk and available capacity.
• Translate GPS Client Management Operations strategy into clear objectives, daily management routines and measurable team actions.
• Own and resolve escalated customer concerns and complaints, ensuring clear communication and timely follow-through.
• Build effective relationships with country and regional stakeholders and provide relevant management information and action plans.
• Ensure consistent support across channels, payments and collections, corporate cards, account services and liquidity solutions.
• Anticipate stakeholder needs and take proactive action to prevent service
• Coach, mentor and develop colleagues, creating a culture of accountability, empowerment and continuous improvement.
• Set clear expectations, provide timely feedback and manage performance fairly and consistently.
• Motivate the team through change and encourage innovation, ownership and sharing of best practice.
• Work independently with minimal supervision while collaborating effectively with peers and business partners.
• Maintain robust operational risk and control standards across all team activities.
• Ensure procedures, product knowledge and process updates are understood and applied consistently.
• Review operational data, incidents and recurring errors, then implement sustainable corrective actions.
• Produce clear business correspondence, reports, presentations and management information using Microsoft Excel and PowerPoint.

What you will need to succeed in the role:

• Proven experience leading, coaching and developing a customer service or operations team.
• Strong customer orientation with experience managing escalations and complaints to resolution.
• Ability to interpret management information, identify root causes and convert insights into practical action plans.
• Working knowledge of operational risk, controls, audit requirements and issue remediation in a regulated environment.
• Strong planning and prioritisation skills, with sound judgement on urgency, customer impact and business risk.
• Effective written and verbal communication in English, including business letters, reports and stakeholder updates.

What additional skills will be good to have

• Proficiency in Microsoft Excel and PowerPoint, with the ability to prepare management information and presentations.
• Ability to build productive relationships with business partners and stakeholders across countries and regions.
• Knowledge of corporate digital channels, payments, collections, corporate cards, account services or liquidity solutions is advantageous.
• Fluent Cantonese communication is advantageous.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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