Institutional Client Group (ICG) and Operational Client Manager

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’re currently seeking an experienced professional to join our team in the role of Senior Product Manager.

You’ll support the Institutional Client Group (ICG) Fulfilment Team and be accountable for team strategy, governance, performance management, and delivery outcomes across all regions. You’ll 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

You’ll 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 you’ll:

• 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 skills—able 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, we’re 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500