Functional Description
Global Payments Solutions (GPS) provides payments, collections and liquidity products to Commercial Banking and Global Banking corporate and institutional clients. The team supports clients across domestic and cross-border payment flows, channels and cash management-related service needs.
Role Purpose
- Be responsible for the global satisfaction and service experience of a portfolio of high-valued/premium (top-tier) GPS clients, ensuring a superior experience locally, regionally and globally.
- Act as the client’s single point of contact for complex service needs beyond basic transactional enquiries, and establish a trusted relationship as the client’s GPS Cash Management advisor—building credibility so clients naturally choose to consult you.
- Go beyond “capturing requirements”: proactively bring relevant proposals and discuss options as an equal partner with client stakeholders (Treasury, Finance, Treasury Operations and, where relevant, IT).
- Provide final escalation ownership for complex/critical client issues, applying strong cash management knowledge, sound risk judgement, disciplined communications, and timely escalation with clear impact and actions.
- Partner closely with Relationship Managers/Sales, Product, Operations/Service Delivery, Implementation & Integration and Technology—across Japan, Region and Global—to deliver solutions, retain revenue, drive digital utilisation, and support growth, enabling clients to bank with HSBC Globally.
Principal Accountabilities (What you’ll do)
Proactive Client Engagement & Service Excellence (SAM level)
- Own the end-to-end service experience for assigned premium clients, establishing a clear engagement rhythm (service check-ins, reviews, post-incident follow-ups) across local, regional and global touchpoints.
- Maintain a robust client footprint (key contacts and influencers, service plan, solutions in use, preferences, known pain points) to deliver consistent coverage and governance across time zones and locations.
- Build trust-based relationships and act as an advisor—ensuring clients see HSBC as a coordinated global partner rather than disconnected local units.
- Identify and deliver opportunities to improve service quality locally and regionally, including service recovery, root-cause elimination and workflow enhancements.
End-to-End Enquiry & Issue Management, Controls and Risk Judgement (Final escalation)
- Manage and coordinate resolution of complex domestic/regional/global issues across payments, receivables, channels and liquidity/cash management solutions.
- Act as final escalation point for significant client service challenges; ensure disciplined communications, clear ownership, and closure with lessons learned.
- Demonstrate strong risk awareness and judgement; identify operational risks, unusual activity, or control weaknesses and escalate promptly with clear impact, recommendation and next steps.
- Ensure adherence to applicable internal/external rules, regulations, procedures and HSBC control standards; respond within agreed timelines to audit/regulatory matters and escalate material concerns appropriately.
- Protect sensitive client and bank information in line with policy; ensure activity documentation is complete to support performance tracking and governance.
Stakeholder Collaboration & Cross-Boundary Delivery
- Drive effective communication and collaboration with stakeholders at any level and in any location (clients; global/regional/local service teams; Sales/RMs; Product; Operations; Implementation & Integration; Technology), recognising that requirements differ by role—and aligning them into one client outcome.
- Coordinate and lead delivery of client initiatives (local, regional or global), ensuring disciplined communication, progress tracking and stakeholder alignment.
- Work closely with GPS Sales and Implementation & Integration teams to ensure smooth transition from implementation into BAU servicing, and to support evolving client requirements.
- Provide structured feedback to Product teams on client needs and product/system requirements to support enhancements and operational efficiency improvements.
Commercial Mindset: Retention, Deepening and Digital Utilisation
- Be accountable for annual revenue retention for the portfolio; partner with Sales/Relationship Managers to capture opportunities and support growth.
- Identify cross-sell/deepening opportunities and support delivery against client commitments.
- Monitor product utilisation and client feedback; identify training needs and provide guidance to maximise GPS product/channel capabilities and benefits.
- Identify opportunities to streamline processes, eliminate redundancy and strengthen relationships—turning service into a competitive advantage.
Leadership & Teamwork (without direct line management)
- Provide guidance to in-country colleagues on service-related issues; share knowledge, experience and best practices to uplift team capability.
- Foster teamwork with local/regional/global service teams to ensure consistent high standards and a “one HSBC” client experience.
- Act as an ambassador for the GPS Client Service function and contribute to an inclusive, high-performance culture aligned to HSBC Values.
Skills & Behavioural Expectations (SAM)
- Accountability & end-to-end mindset: Takes ownership through to resolution; tenacious on outcomes and quality.
- Trusted relationship and advisory mindset: Builds credibility; brings proposals; can discuss and negotiate priorities/options with clients as an equal partner.
- Regional/global communication and collaboration: Communicates clearly across time zones and cultures; connects the dots between local and global teams so clients have consistent experience.
- Commercial mindset: Thinks retention and growth, not just resolution; spots and progresses opportunities with partners.
- Strategic/structured thinking: Connects issues to root cause and broader client experience; prioritises well and communicates crisply.
- Risk and control leadership: Strong awareness of business/relationship risk in cash management and escalates appropriately.
- Tech-curious and future-ready: Builds understanding of systems/channels and keeps curious about emerging payments technology (e.g., tokenised deposits, digital currencies) and how to embed improvements into BAU.
Qualifications / Experience
Essential
- Solid experience in Cash & Liquidity / Payments / Cash Management and the ability to identify and understand client needs and requirements.
- Proven experience managing premium/top-tier client portfolios with senior stakeholder engagement and end-to-end issue ownership, including regional/global coordination.
- Strong planning/prioritisation and ability to manage multiple time-sensitive matters under pressure.
- Excellent written and verbal communication skills, including the ability to explain complex operational/technical topics clearly.
- Sound judgement around operational, regulatory and relationship risk; confident escalating appropriately.
Desirable
- Experience engaging with corporate treasury/finance stakeholders and/or coordinating with client IT teams on channels/integration topics.
- Familiarity with digital channels and payments operations (e.g., cut-offs, exception handling, investigation flows).
Language Requirements
- Japanese: Native-level proficiency (spoken and written)
- English: Business-level proficiency (spoken and written)
What you will achieve / gain
- Build trusted client relationships and advisory capability in Cash Management: You’ll actively manage client relationships in the Cash Management domain—not simply turning requests into solutions or “managing” global relationships, but building trust so clients naturally think “I should speak to this person”. Based on that trust, you’ll develop the ability to make relevant proposals and discuss priorities and solutions with clients as an equal partner.
- Strengthen cross-boundary leadership and influence within the Bank (Japan/Region/Global): You’ll learn to align stakeholders with different priorities and requirements, and drive communication and collaboration across local, regional and global teams—so clients consistently experience “Banking with HSBC Globally.”
- Build a foundation towards becoming a Global Account Manager and broaden your career options: By developing the above capabilities, you’ll build a strong platform to manage larger clients globally as a Global Account Manager, while also expanding your longer-term career choices.
- Become future-ready through exposure to AI and emerging technologies: You’ll deepen your understanding of how AI and emerging technologies are changing day-to-day work and client service in payments and cash management, and by operating within that change, you’ll strengthen your own future-ready capabilities.
Deliver measurable service and commercial outcomes: You’ll translate client insights into tangible improvements—enhancing client satisfaction, preventing recurrence through root-cause fixes, improving processes, and supporting utilisation and retention through better service and adoption.
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