Manager, Customer Experience and Relations- Wealth and Personal Banking

Job description

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.

Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high calibre professional to join our team as a  Manager, Customer Experience and Relations .

Principal Responsibilities

·  With Customer Centricity being one of the AMH WPB strategic priorities (i.e. "C" in "ABCD"), this role contributes to driving the holistic customer experience and relations strategy which underpins managing down complaints, maximizing customer advocacy, sustainable customer engagement, recommendation and business growth
·  Assist to drive a customer feedback loop mechanism by acting on customer voices, lobby prioritized customer journeys enhancements, leveraging on customer experience model to drive customer advocacy using the data with width of NPS and depth of complaints and other customer/business metrics, with automation, innovation and scalability
·  Support to deliver key metrics reporting and data-led analysis with latest technology to articulate what matters most to customers and provide steer to mobilize customer centric improvements that impact to the bank’s macro customer advocacy metric
·  Contribute to or implement Wealth and Personal Banking’s strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities
·  Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

Requirements

·  University degree
·  Excellent project management and analytical skills to identify and address areas for development and improvement in customer journeys and experiences
·  Sound understanding of the Wealth and Personal Banking business and strategy, with extensive project management experience a definite advantage
·  Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of service
·  Ability to deliver and mobilize change while working with stakeholders across the organization
·  Strong planning and organizational skills, with the ability to balance a range of competing priorities
·  Proficient command of English and Chinese with good articulation of insights 
·  Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

You’ll achieve more when you join HSBC. 

http://www.hsbc.com/careers

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 The Hongkong and Shanghai Banking Corporation Limited.