Client Service Payment Experience Manager, Global Payment Solutions

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re 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.

We are currently seeking an experienced professional to join our team in the role of Client Service Payment Experience Manager, Global Payment Solutions.

This key role within Global Payment Solutions (GPS) has responsibility for improving the end-to-end payments servicing experience by reducing avoidable client queries, shortening investigation timelines, and increasing operational efficiency across the service and operations ecosystem. The role sits at the intersection of the GPS Service Organisation and Payment Operations, with a strong focus on insight-led problem solving, cross-functional delivery, and measurable outcomes.

As a newly created position with global reach, the role will allow the opportunity to influence strategic direction and drive delivery of change in partnership with Product, Operations, Technology and Change teams.  You’ll champion continuous improvement with global stakeholders; embed learnings into standard processes and ensure sustainable fixes.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Own the joined-up servicing agenda between Client Service and Payment Operations globally for payment query reduction and investigation effectiveness
• Analyse servicing and investigations data end-to-end, including volumes, drivers, ageing, rework, escalation pathways, and repeat query patterns across both functions
• Identify root causes and control points (process, data, product, technology, client behaviour) and translate findings into actionable recommendations
• Define and prioritise an experience improvement backlog, balancing client impact, operational efficiency, risk/compliance considerations, and delivery feasibility
• Create robust business cases for investment (benefits, costs, risks, dependencies, KPIs) and present recommendations clearly to senior stakeholders
• Set clear success measures and track performance, including query volume reduction, repeat query reduction, investigation turnaround time, and improved first-time resolution
• Improve operating rhythm and governance, ensuring clear ownership, effective prioritisation, dependency management, and timely decision-making

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

• A broad understanding of banking and payments, with some servicing investigations experience and the ability to connect client experience issues to operational processes, data flows, and technology
• Data-driven problem solving, finding solutions from trend analysis, root cause identification.  Able to turn insight into measurable action
• Some experience of building credible business cases and securing alignment/funding through clear articulation of value, risk, and prioritised outcomes
• Proven cross-functional delivery across business areas, such as Operations, Client Service, Product, Technology and Change,
• Well-developed stakeholder management skills, with the ability to navigate complexity, align competing priorities, and able to present complex topics clearly for senior and non-technical audiences

• Able to move between strategic direction and hands-on execution, with exposure to operating in a global, multi-cultural environment

This is a hybrid role based in London.

London office relocation: Between January and April 2027, many office-based HSBC employees in London will move from either 8 Canada Square or Queen Victoria Street to one of our new sites at St. Paul’s or Canary Wharf. Depending on when they join, successful candidates may start at an existing office before moving or join directly at a new location. The specific location cannot be confirmed at advert stage and will be discussed during the recruitment process. This does not apply to branch-based or HSBC Innovation Bank roles.

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, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.