Job description

Job Summary
We are seeking a client-focused TB (Transaction Banking) Client Service Account Manager to deliver an exceptional and consistent service experience for Corporate and Institutional Banking (CIB) clients across our network. The role is responsible for implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The successful candidate will work closely with Sales, Product, Operations, and Functional Partner teams to enhance client satisfaction, identify service opportunities, and support business growth.
Key Responsibilities
Strategy

• Support delivery of the Corporate and Institutional Banking (CIB) and Transaction Banking (TB) strategy by ensuring client servicing standards are consistently met or exceeded.
• Build a strong understanding of business priorities and client expectations to enhance service delivery outcomes.

• Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.
• Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.
• Contribute to strategic initiatives, service transformation projects, and client experience programmes.
• Build trusted client relationships throughout the service lifecycle and identify opportunities for cross-selling relevant solutions.

• Monitor, track, and resolve client service issues through structured service management practices.
• Participate in regular service review meetings and ensure agreed actions are completed.
• Maintain accurate client service issue logs and drive timely resolution of identified concerns.
• Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.
• Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.
• Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.
• Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.
• Promote best practices, knowledge sharing, continuous improvement, and professional development across the service organisation

• Maintain full compliance with the Transaction Banking (TB) operational risk and governance framework.
• Promote risk awareness and effective control practices across client service teams.
• Ensure adherence to regulatory requirements, internal policies, and procedures while helping prevent operational and regulatory risks.

• Complete all mandatory learning requirements in accordance with Bank policy.
• Support effective governance, oversight, and control arrangements across the business.
• Maintain awareness of the regulatory environment and requirements relevant to the role.

• Demonstrate the highest standards of ethical behaviour and conduct.
• Ensure compliance with all applicable laws, regulations, policies, and the Group Code of Conduct.
• Proactively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.

Key stakeholders

• Team Leader, Cash Client Services
• Cluster Lead, Cash Client Service
• Regional Lead, Cash Client Service
• Cash Service Managers (Onshore and Offshore)
• Relationship Managers (RMs) and Global Account Managers (GAMs)
• TB Product and Sales Managers
• Regional Client Service Managers
• Client Managers
• Risk Managers
• Cash Operations Teams
• Technology Managers
• Financial Crime Compliance (FCC)
• Financial Markets Teams
• External Clients

• Conduct Management
• Risk Management and Internal Controls (SIF)
• People Management
• Business Strategy and Business Model (SIF)
• Market Knowledge
• Product and Process Expertise
• Business Partnering and Stakeholder Management
• Strong client relationship and service management capabilities
• Ability to lead cross-functional collaboration and drive issue resolution

• Bachelor's degree in Banking, Finance, or a related discipline preferred.
• Experience in banking or a similar financial services environment.
• Experience in Client Service and Cash Products is advantageous.
• Risk and Anti-Money Laundering (AML) certification as required by Bank policy.
• Strong English and/or relevant local language proficiency.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.