VP, CUSTOMER EXPERIENCE AND INSIGHT

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

Job summary

HSBC Holdings plc in Singapore is seeking a VP, Customer Experience and Insight to lead complaint handling for WPB, ensure investigations, and drive improvements in customer interactions.

You will act as escalation point for regulatory investigations, analyze trends, coach frontline teams, and align plans with RBWM and Group strategy to enhance service.

Qualifications

• Structured complaint management framework experience.
• Align actionable plans with RBWM and Group strategy.
• Strong experience in Customer Relations.
• Bachelor's degree in business, communication or marketing, or equivalent experience.
• Knowledge of management reporting and quality issues.
• Proven communication within the organization and with customer groups.

Responsibilities

• Oversee 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.
• Act 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.
• Identify and report complaints and other customer feedback trends indicating where services or processes need review.
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate.
• Advocate of the customer in building relationships with key stakeholders and raising the right outcome for the customers.
• Develop and implement strategies to reduce the number of future complaints including Root Cause Analysis.
• Provide support and coaching to the wider team in IWPB for customer handling.

Job description

Some careers have more impact than others.

Ifyou’relooking for a career where you can make a real impression, join HSBC and discover how valuedyou’llbe. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities,supportand rewards that will take you further.

In International Wealth and Premier Banking, we serve41 million customersglobally, including 6.7million who areinternational, from retail customers toultra highnet worth individuals and their families. We help our customersto takecare of their day-to-day finances andto manage, protect and grow their wealth. Our international network and breadth ofexpertiseenable us to deliver on HSBC’s purpose ofopening upa 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 OperatingOffice.

We are currently seeking a high calibre professional to join our team as aVP, 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

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.