VP, Customer Experience & Insight Leader

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

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