VP, Customer Experience And Insight

HSBC; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

HSBC is seeking a VP, Customer Experience and Insight within International Wealth and Premier Banking (IWPB) to elevate the customer experience and oversight of complaints globally. The role focuses on regulatory investigations, reducing complaint volume, and advocating for customers while collaborating with stakeholders.

Key responsibilities include leading serious complaints, strengthening processes, and guiding frontline teams to ensure data standards and compliant interactions across the

Qualifications

• Strong experience in Customer Relations with positive track records.
• Knowledge of regulatory complaint investigations and data handling.
• Ability to communicate effectively within the organization and with customer groups.

Responsibilities

• Acts as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations
• Lead for serious complaints, maintaining oversight and driving team standards in the handling of serious complaints
• Seek ways to improve the effectiveness of customer interactions with HSBC, thereby reducing the volume and severity of complaints
• 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
• 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

Skills

Customer relations

Stakeholder management

Regulatory compliance

Data analysis

Education

Bachelor's degree in business/communication/marketing

Job description

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.

International Wealth and Premier Banking (IWPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

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 look after their day-to-day finances and manage, protect and grow their wealth. Our wealth management teams provide financial planning and advice and market insight and updates, as well as products in areas such as investments, deposits, insurance, financing and foreign exchange. They include relationship managers, who work to understand the financial needs of clients and create strategies to meet their objectives, as well as technical product experts, sales managers and support staff

We are currently seeking a high calibre professional to join our team as a VP, Customer Experience And Insight.

In this role you will:

• Acts as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations
• Lead for serious complaints, maintaining oversight and driving team standards in the handling of serious complaints
• Seek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaints
• 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
• 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:

• 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 and ability to work in a team-oriented environment

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You’ll achieve more when you join HSBC.

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. 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.