Institutional Client Group (ICG) and Operational Client Manager

If youre 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.

Were 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.

Were currently seeking an experienced professional to join our team in the role ofSenior Product Manager.

Youll support the Institutional Client Group (ICG) Fulfilment Team and be accountable for team strategy governance performance management and delivery outcomes across all regions. Youll partner closely with Coverage Sales Operations Implementation and Onboarding teams to simplify how clients interact with us reduce friction in fulfilment and improve client service

Youll lead and support a variety of GPS Client Experience projects and work on behalf of the Client Service with internal stakeholders around the globe including Technology (payments and digital) Sales Product Management and Operations to identify and maintain competitive solutions that exceed client expectations.

In this role youll:

• Support and manage global operational client experience initiatives prioritized by client impact risk and value.
• Translate client feedback service data and frontline insights into clear problem statements journey improvements and measurable outcomes.
• Establish global standards for what good looks like in operational client experience (service principles playbooks controls and escalation paths).
• Lead the global Fulfilment operating model covering client engagement cross functional collaboration process efficiency and optimization and end to end client support.
• Provide oversight of the offshore GSC Fulfilment team ensuring clear accountability capacity planning and consistent service delivery.
• Set and run global governance (cadence performance reviews issue management continuous improvement pipeline).
• Drive standardisation and simplification across regions to reduce variation rework and client effort.
• Partner with automation and digitization programs to improve the payments client experience (e.g. reduced turnaround times better transparency faster processing fewer repeat contacts).

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

• Significant experience in operations client service fulfilment onboarding implementations or service management within institutional financial services.
• Proven track record leading global cross-functional initiatives with measurable improvements in client outcomes and operational performance.
• Strong understanding of institutional client needs and the operational drivers of client satisfaction (speed accuracy transparency ownership).
• Demonstrated capability in governance and performance management (KPI frameworks service reviews issue/risk management continuous improvement).
• Experience leading or overseeing offshore/service centre teams and delivering outcomes through indirect influence across regions
• Strong stakeholder management skills across Ops Sales Coverage Implementation and Onboarding with the ability to align priorities and drive decisions
• Data-driven problem solving (root cause analysis process mapping control-minded change delivery)
• Excellent communication skillsable to simplify complex operational topics for senior stakeholders and client-facing teams

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 were dedicated to creating diverse and inclusive workplaces - no matter their gender ethnicity disability religion sexual orientation 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.

Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess please get in touch with our Recruitment Helpdesk:

Email:

Telephone: 44