Senior Client Manager - Wholesale Client Services (Complex Cases)

HSBC Holdings plc; Kraków; On-site; PLN 139,000 - 208,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

Home office setup reimbursement

Cafeteria platform

Employee assistance program

PPK scheme contributions

Corporate events

Nursery discounts

Job summary

HSBC Holdings plc in Kraków is seeking a Senior Client Manager to support European onboarding for HSBC clients, acting as single point of contact to activate new customers and enable products. You’ll coordinate end-to-end activation journeys, manage process requirements, and collaborate with product owners across GPS, Trade, or Global Markets.

We value proven customer service, knowledge of KYC, and the ability to navigate complex regulatory environments within a major bank.

Qualifications

• Experience delivering excellent customer service.
• Knowledge of onboarding and market products processes.
• Experience working with stakeholders in Business and Sales and with clients.
• Strong understanding of KYC processes.
• Ability to prioritise effectively and manage conflicting requests in a business environment.
• Excellent communication, negotiation and influencing skills with customers and internal teams.
• Fluent in English (verbal and written).
• Experience in a major financial institution within a matrix environment.

Responsibilities

• Act as a single point of contact to introduce new customers and enable selected products for existing customers.
• Manage and coordinate end-to-end customer activation journeys.
• Serve as the operational point of contact for clients on process requirements.
• Support customers, Relationship Managers and internal teams for existing-to-bank activity.
• Improve processes by partnering with Business leads to streamline workflows.
• Manage escalations and ensure timely resolution.
• Interpret client needs within internal rules and regulatory requirements.
• Manage the pipeline of customer requests and coordinate with product owners across GPS, Trade or Global Markets.

Skills

Customer service

Communication

English proficiency

Job description

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.

Your career opportunity

CIB Client Relationship Servicing is responsible for global client activation for new clients, due diligence and relationship servicing for HSBC clients across the full client lifecycle. The team balances cost, customer service, control and regulatory requirements to deliver high-quality due diligence and client service with a focus on process excellence across due diligence, client documentation negotiation, KYC and client data.
As a Senior Client Manager you will support the European complex onboarding business, acting as a single point of contact to introduce new customers as active HSBC clients and enable a selected range of products for existing customers.

What you’ll do

• Act as a single point of contact to introduce new customers and enable selected products for existing customers.
• Manage and coordinate end-to-end customer activation journeys.
• Serve as the operational point of contact for clients on process requirements.
• Support customers, Relationship Managers and internal teams for existing-to-bank activity.
• Improve processes continuously by partnering with Business leads to streamline and simplify workflows.
• Manage escalations and ensure effective and efficient resolution.
• Interpret client needs within internal rules and local and international regulations.
• Manage the pipeline of customer requests and ensure delivery to internal and customer deadlines while building a strong network with partners such as product owners within GPS, Trade or Global Markets.

What you need to have to succeed in this role

• Demonstrate proven experience delivering excellent customer service and improving service outcomes.
• Show knowledge of onboarding and market products processes.
• Bring experience working with stakeholders in Business and Sales and directly with clients.
• Apply a strong understanding of KYC processes.
• Prioritise effectively and manage conflicting requests in a business-oriented environment.
• Communicate, influence and negotiate effectively with customers and internal teams
• Use excellent English verbal and written skills.
• Bring experience in a major financial institution within a matrix environment.

What we offer

The pay range for this role is 12 425 PLN – 18 642 PLN (monthly, gross).

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Cafeteria platform
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test (for external candidates only)
• Telephone screen (for external candidates only)
• Interview with the hiring manager

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. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
If you have a need that requires accommodations or changes during the recruitment process, please let us know.

You'll achieve more when you join HSBC.