Job Advert Details


Some careers shine brighter than others
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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Your career opportunity
Relationship Service Management is a digitally enabled function that orchestrates client and Relationship Manager (RM) servicing activities on behalf of the frontline. This approach ensures an optimal client experience and enables frontline teams to concentrate on revenue-generating opportunities. The Relationship Service Management operates within CIB Client Relationship Servicing, under the CIB COO and is primarily responsible for: Account maintenance, opening, closure, and reactivation requests; RM portfolio mapping and data alignment across core banking systems; Managing requests for information from internal teams, clients and frontline; Overseeing RM delegated responsibilities, including AI triggers and Customer Due Diligence (CDD) information.

What you’ll do
    • Maintain regular contact with Relationship Managers (RMs) on operational issues and drive prompt follow-up on outstanding items.
    • Own end-to-end client maintenance and servicing activities, including ad hoc client queries and escalations.
    • Proactively identify, resolve, and escalate problem situations to maximise customer satisfaction and prevent recurrence.
    • Take accountability for complex issues/exceptions/queries and build the knowledge needed to resolve them.
    • Interface with multiple internal stakeholders (e.g., WSO, Compliance, Credit Services, GPS, GTS), especially to escalate pending/ageing profiles on behalf of RMs.
    • Act as a “one-stop shop" to guide RMs with a holistic approach and provide solutions.
    • Apply advanced understanding of Actionable Intelligence (AI) to manage risk surveillance triggers within the tool.
    • Ensure strong operational effectiveness and control: communicate impacts of new initiatives/process changes, support improvements/projects, and manage risk by adhering to audit, compliance, and data confidentiality standards.

What you need to have to succeed in this role
    • Strong communication and interpersonal skills to clearly explain complex information to RMs, clients, and internal teams.
    • Advanced knowledge of AI Triggers, including Surveillance Triggers, Negative News Screening (NNS), and Sharing of Information (SoI).
    • Demonstrated analytical problem-solving skills, including leading investigations and identifying inefficiencies.
    • Hands-on experience in system and process optimisation (e.g. HUB, SFE, HFE, Omnia, AI trigger tools, Connecto, CME), including managing static change requests and escalating system issues.
    • Proficiency in Omnia revenue mapping and understanding of Client Management Experience (CME) structures.
    • Strong digital adaptability—quickly adopting new tools, embracing process changes, and leveraging automation opportunities.
    • Relevant experience: minimum 3-4 years in client-facing roles, plus experience in process automation, digital governance, and system optimisation within banking operations.
    • Personal effectiveness: resilience under pressure, ability to prioritise competing demands, flexibility in duties/hours, and a solution-oriented continuous-improvement mindset.

What we offer
The pay range for this role is 10000 PLN - 12000 PLN (monthly, gross).

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

    • Competitive salary
    • Annual performance-based bonus
    • Additional bonuses for recognition awards
    • Multisport card
    • Private medical care
    • Life insurance
    • One-time reimbursement of home office set-up (up to 800 PLN)
    • Corporate parties & events
    • CSR initiatives
    • Nursery discounts
    • Financial support with trainings and education
    • Social fund
    • Flexible working hours
    • Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:
    • Online behavioral test (for external candidates only)
    • Telephone screen (for external candidates only)
    • Interview with the hiring manager

We are looking to hire as soon as possible so don’t wait and apply now!
You'll achieve more when you join HSBC.

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.

In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: krakow.recruitment@hsbc.com 
Recruiter name
Monika Pietranek
Recruiter email
monika.pietranek@hsbc.com
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