VP, CUSTOMER EXPERIENCE AND INSIGHT

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. 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.

In International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a VP, CUSTOMER EXPERIENCE AND INSIGHT 

In this role you will: 

• Responsible for overall complaint handling for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body which may be internal or external
• Lead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints
• Acts as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations
• Investigate and respond to serious customer complaints and provide suitable resolutions
• Seek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaints
• Identify and report complaints and other customer feedback trends which indicate where services or processes need review
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
• To be an advocate of customer in building relationships with key stakeholders and raising the right outcome for the customers
• Act as the voice of the customer during interactions with the business
• Develop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identification
• Provide support and coaching to the wider team sin IWPB for customer handling.
• Ensure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodies
• Actively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams

To be successful you will need:  

WPB operates in a highly competitive and regulated environment. Under the current market conditions, product offerings are increasingly commoditized and pricing is competitive. Therefore, RBWM needs to focus on delivering the desired customer experience that we have promised our customers so that HSBC can differentiate ourselves from our competition and sustain business growth and success. 

• The position holder will drive a structured approach to complaint management framework and identify gaps from customer complaints
• The job holder must align the actionable plans to RBWM’s business goals and the Group overall strategy in driving and sustaining the HSBC brand of customer experience
• Strong experience in Customer Relations with positive track records
• Minimum of a bachelor's degree in business, communication or marketing, or related field or equivalent experience
• Strong knowledge of management reporting, quality issues
• Proven track record of communicating effectively within the organization and with customer groups
• Ability to work in a team-oriented environment and effectively influence and communicate