AVP, Wealth Training and Recognition

HSBC; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading global bank in Singapore is seeking an experienced Assistant Vice President for Wealth Training & Recognition. The ideal candidate will develop training programs and manage knowledge for the contact center, enhance team engagement, and contribute to a positive culture. This role also involves reporting on training effectiveness and supporting operational initiatives. Candidates should possess a Bachelor's degree in Business Administration and have significant experience in customer service and training.

Qualifications

• Advanced experience in customer service and training preferably in a contact center.
• Strong understanding of complaint resolution processes.
• Experience in designing and delivering training programs.

Responsibilities

• Develop and maintain a knowledge base for the contact center team.
• Identify training needs to improve team performance.
• Contribute to a positive and inclusive team environment.
• Provide feedback to agents and support coaching.
• Support contact center initiatives.
• Generate reports on training effectiveness.

Skills

Knowledge management

Customer service

Training program development

Analytical skills

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Job description

Within International Wealth and Premier Banking (IWPB), 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, Private Banking and Insurance.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Wealth Training & Recognition.

Principal responsibilities

• Knowledge Management: Develop and maintain a comprehensive knowledge base for the contact center team to ensure accurate and up-to-date information is readily available.
• Learning and Development: Identify training needs and create targeted learning programs to improve team performance and skill sets.
• People Experience: Act as a culture ambassador by contributing to a positive and inclusive team environment. Organize and support initiatives that improve agent engagement, morale, and well-being.
• Quality Assurance: Provide timely, constructive feedback to agents and support coaching conversations with team leaders.
• Projects and Operational Initiatives: Support the planning, coordination, and execution of contact centre initiatives (e.g., new tool implementation, workflow improvements, customer experience programs).
• Reporting and Analysis: Generate regular reports on training effectiveness, and team performance in both quality and complaints.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Advanced experience in customer service, complaint management, training/Knowledge management related field, ideally in a contact center environment.
• Strong understanding of complaint resolution processes and customer service best practices.
• Experience in designing, developing, and delivering training programs.
• Strong organizational skills and attention to detail.
• Ability to analyze data and provide actionable insights for continuous improvement.

HSBC is 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.