Client Management Operations Director

4 days ago


Quezon City, National Capital Region, Philippines HSBC Full time

HSBC's GPS Client Management Ops is responsible for delivering a centralized operations utility for Corporate Digital Channels. The team supports various financial solutions, including payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading.

The COE caters to CMB and GB&M customers, providing comprehensive support throughout the customer digital lifecycle. Key responsibilities include leading and motivating client service teams, implementing company programs, and driving process improvements.

Main Objectives:

  1. Ensure exceptional client experiences through effective leadership of CMO Client Service teams.
  2. Drive business growth through effective management of departmental performance and implementation of strategic initiatives.
  3. Serve as a trusted advisor to the business, contributing to the development of the GPS Ops strategy and identifying opportunities for synergy and collaboration.
  4. Collaborate with cross-functional teams to execute service models and drive business transformation.
  5. Foster strong relationships with business partners and ensure adequate resources are allocated to meet business demands.

Necessary Qualifications:

  • Proven expertise in Contact Centre, Operational Management, and Change Management (7+ years).
  • Exceptional leadership skills, with a proven track record of achieving business objectives and developing high-performing teams.
  • Able to navigate complex environments and prioritize tasks effectively.
  • Excellent organizational and planning skills, with experience in managing capacity and performance metrics.
  • Demonstrated analytical abilities and a willingness to adapt to changing circumstances.


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