Job Information
HSBC Manager, HK CMB Service Management in Guangzhou, China
Manager, HK CMB Service Management
Brand: HSBC
Area of Interest: Commercial Banking
Location:
Guangzhou, GD, CN, 510620
Work style: Hybrid Worker
Date: 21 Apr 2026
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Manager, HK CMB Service Management.
Principal responsibilities
Service delivery and Operational Governance
Support consolidates performance data of all delivery services supporting HK Business CMB, ensuring robust SLA management, cost efficiency, and uncompromising quality standards.
Participate in the liaison for PTG-related actions, driving timely and effective resolution of incidents and issues.
Regularly collect, analyse, and report operational data using performance dashboards, generating actionable insights and targeted recommendations for continuous improvement.
Business Strategy Delivery
Support to ensure the alignment between business growth objectives and exceptional customer experiences.
Collaborate closely with service delivery teams to execute on plans where hitting business requirements, change initiatives and OKRs.
Analysis with the given factual situation to shape and implement effective location strategies.
Customer Experience and Service Quality Management
Drive enhancements in the customer journey by sharing frontline and customer feedback with service providers, ensuring a customer-centric approach.
Establish and maintain service quality benchmarks, using measurable outcomes to continuously improve customer satisfaction and retention.
Indirect Cost management
- Implement robust cost management frameworks and governance structures to ensure transparency and prevent unforeseen billing issues.
Risk and Control Oversight
- Support the Senior manager, HK CMB Service Management to oversee risk management and control frameworks for all servicing and operational teams supporting HK Business CMB, ensuring a resilient, sustainable operating model that complies with HSBC global standards and all relevant regulations.
Cross Function Coordination and Stakeholder Engagement
Lead governance activities with key stakeholders, representing HK CMB in relevant forums and value streams.
Serve as the central coordination point between service delivery teams and the HK CMB business, fostering seamless collaboration and communication.
Change and Transformation
Advocate a culture of change and collaboration, leveraging data and AI tools to build a high-performing, caring culture that delivers new value for the business.
Partner with transformation teams to drive efficiencies through lean six sigma, enhance service performance, and ultimately reduce costs.
Requirements
Essential Experience
Experience in banking operations and service delivery, preferably in Commercial Banking and understanding of business banking.
Demonstrated success as a transformation/change leader running cross-functional projects, ideally in a matrixed and agile global environment.
Good understanding of Business Banking operations, credit management, and the end-to-end customer lifecycle.
Experience in managing complex stakeholders, with strong influencing and communication skills.
Key Capabilities
Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace.
Politically savvy and able to form collaborative working arrangements with peers.
Comfortable in initiating and willing to challenge the status quo.
Comfortable with ambiguity and able to navigate through and deliver in changing strategic and commercial contexts.
Developed planning and organisational skills.
Honed analytical skills, with a strong emphasis on problem solving and strategic thinking.
Adaptable, flexible, with a self-initiated approach to change and developing market demands and opportunities.
Strong verbal and written communication skills.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
You’ll achieve more when you join HSBC.
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