Customer Experience Supervisor

HSBC; Ciudad de México; Presencial; MXN 714,000 - 1,072,000; Jornada completa

Descripción de la vacante

A leading global banking institution in Mexico City is seeking a Customer Experience Supervisor. This role involves managing a performance-oriented team, addressing customer concerns, and fostering a culture of empowerment. Ideal candidates should have strong customer service orientation, experience in coaching, and proficient skills in Excel. Join us to enjoy a supportive work environment with a robust leave package, promoting a culture of well-being and balance.

Servicios

Generous leave package

Support for professional development

Inclusive workplace culture

Formación

• Desire to get things right first time every time.
• Experience in coaching, mentoring, and developing others.
• Strong customer orientation with a focus on superior service.

Responsabilidades

• Manage a team of 12-15 in performance management.
• Handle escalated customer concerns and complaints.
• Champion change and innovation within the team.

Conocimientos

Positive attitude

Coaching and mentoring

Customer service orientation

Strong communication skills

Proficiency in Excel

Descripción del empleo

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 Customer Experience Supervisor

Role Purpose

The GLCM Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow, and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC Bangalore supports Tier 1 to 3 clients on queries related to channels, payments, account services through Mails. Team also supports different type of enquiries and follow-up on amendment/ cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval etc.

Main Activities

• Complete accountability of performance management for a team with spans between 12-15
• Own and manage escalated customer concerns and complaints for the team.
• Champion and embrace change and innovation within the team.
• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.
• Understand and translate the immediate business/function strategy into actions for your team.
• Work independently with minimal supervision
• Good on MS excel and able to support on different MIs.
• Ability to write business letters and reports.
• Adhere to local regulations and programs around ‘Treating Customers Fairly’

Experience

• Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations.
• Experience of coaching, mentoring, developing others
• Able to motivate the teams and develop a culture of empowerment.
• Strong Customer Orientation and passionate about delivering superior customer service.
• Ability to anticipate future stakeholder needs and take actions today.
• Good knowledge of Excel and PPT and able to work on various MIs and presentations.
• Great written and communication skills in English

Competencies

• Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
• Strong Team Player with an ability to drive and motivate self and others.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.