at HSBC
OtherPosted 10 days ago
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**VP, Customer Experience And Insight** Leading customer experience enhancement and complaint resolution in HSBC's International Wealth and Premier Banking division. Key responsibilities include acting as subject matter expert for regulatory complaints, driving team standards, and advocating for customers. Develop and implement strategies to reduce future complaints using root cause analysis. Ensure data compliance and train frontline staff. Required: strong customer relations experience, relevant degree or equivalent, and effective communication skills. Join HSBC to grow in a global, diverse environment.
- Compensation
- Not specified
- City
- Not specified
- Country
- Singapore
Currency: Not specified
Full Job Description
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 RBWMs 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.
Youll 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.
Issued by HSBC Bank (Singapore) Limited
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