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Senior Client Manager – Wholesale Client Services - Complex Cases (English and German)

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a



Your responsibilities

  • End to End management and coordination of all onboarding requests on behalf of RM/Sales. Be the "operational" point of contact for the client for all Complex onboarding requirements.

  • Be aware of the strategic clients and their longer term requirements by engaging with the RM teams when they undertake the Business case and client selection process.

  • Provide appropriate and effective engagement with the offshore support teams within Client Operations

  • Coordination of information from clients to enable partner teams (e.g. Legal, Credit, Regulatory, KYC, Data) to execute onboarding tasks.

  • Standardisation and simplification – undertake continuous improvement on behalf of Wholesale Client Services. Work with the Business leads to promote an enhanced controls environment and the use of shared infrastructures and simplified processes.

  • Responsible for the management and quality of all requests for clients in portfolio – document collection, become SME for local and Cross Border onboarding.

  • Client experience – actively build and maintain relationships outside of client management, including shared services, Front Office, IT, Legal and Compliance.

  • Prioritisation – maintain the discipline in partnership with the European business. Communicate consistently to internal and external stakeholders to ensure that cases are accepted through the approved channels and expectations are managed appropriately.

  • Efficiency – Adherence to the escalation and abandonment policy.

  • Engage in product shadowing to cultivate strong working relationships and promote engagement with our product partners (ie GLCM, Trade and Global Markets).

  • Provide a point of contact for escalations and ensure effective and efficient resolution

  • Provide sector lead responsibilities when required

  • Ensure a conclusion is reached with regard to risk items by the appropriate function / product partner during the onboarding process.

  • Undertake strong support and communication with both internal and external clients to facilitate efficient client onboarding.

  • Ensure that all control aspects of the process are maintained.

  • Cultivate strong working relationships with each of the functions within GBM onboarding and with our product partners within Business Services, KYC Operations and Legal.

  • Provide timely, high quality and appropriate support to clients wishing to do business with HSBC.

  • Ensure that the onboarding escalation policies are strictly adhered to

  • Ensure that issues are escalated, where appropriate

  • Assist with other project requirements as directed by Sector Leads

  • Be diligent during all aspects of the onboarding process.

Our requirements

  • Experience within an onboarding or Operations background.

  • Proven business and operational experience with sound knowledge of the wide range, and complex variety, of fund/corporate structures. Experience in risk management field, and proven experience in supporting the development of business activities whilst robustly applying risk management disciplines and controls.

  • Previous experience of developing relationships by communicating, influencing and negotiating effectively with business heads, senior managers, consultants, technical experts across the whole department and business users.

  • Positive ‘can do’ attitude

  • Pro-active and business orientated with proven ability to prioritize and manage conflicting demands and ability to assess stakeholder needs to improve customer experience and showing resilience under pressure and providing best in class solutions

  • Microsoft Word, Excel, Power Point

  • Fluent knowledge of English and/or French and/or German and/or Italian

What we offer

  • Stable job in professional team,

  • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport,

  • Car parking few minutes away from the office,

  • Relax room (with massage chairs and area for yoga/stretch),

  • Bicycle racks in the underground garage and around the office; showers dedicated to cyclists,

  • Game room (with Xbox, PS consoles and foosball table),

  • Fresh fruit on the floor and good coffee in the kitchen.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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