Client Service Manager - German speaking

We are currently seeking an individual to join this team in the role of Client Service Manager.

In this role you will:

Field and resolve basic and complex service inquiries; ensuring timely response and proactive communications until the client’s expectations are met.
Be accountable for client escalations; business-as-usual escalations as well as global service escalations, inquiries and/or projects. You will identify and action red flags before they become client-identified issues and coordinate remediation and the communication to clients/internal stakeholders.
Monitor client case type/activity to identify potential issues and opportunities for improvement. Proactively identify risks and issues as part of complex query oversight.
Oversee local client-initiated projects; facilitate local completion of global client-initiated projects and engage with Global counterparts for maintenance request, client queries and escalations.
Develop and maintain internal and external contact list.

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

Both written and oral fluency in both German and English.
Have experience working within a fast-paced service-oriented environment with continually changing priorities.
Have an analytical mindset and a desire to solve problems for others.
Have effective communication and interpersonal skills with experience in interacting cross functional lines and building relationships with internal and external stakeholders with empathy
Time management and organization skills with the ability to manage multiple time sensitive tasks.


Please note: This role is based at the Edinburgh Lochside Way Office. The successful applicant will be required to spend at least 2 days a week at this location. Hybrid working is available, but the role holder will need to live within a commutable distance of the aforementioned office.
As an HSBC employee in the UK, you will 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
A contributory pension scheme with a generous employer contribution.