Manager Customer Experience & Relations - Wealth & 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.

Wealth and Personal Banking (WPB) 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. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

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

Principal Responsibilities

·  With Customer Centricity being one of the AMH WPB strategic priorities (i.e. "C" in "ABCD"), this role contributes to driving NPS which underpins 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 the NPS Eco-System to drive customer advocacy
·  Govern key service standards and measures (NPS survey results) to mobilize effective customer journey launches, short-term fixes and long term structural improvements
·  Contribute to drive strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities
·  Oversight of NPS SVS and key person to deliver Customer Experience initiatives across main 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.