Assistant Vice President, Client Solutions and Client Intelligence, HSBC

HSBC

Location:

Singapore, Singapore

Category:

Banking

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Client Solutions and Client Intelligence. 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.

Job Responsibility:

CR is 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 escalated to Customer Relations
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 the Customer Relations team, building relationships with key stakeholders and raising the team profile
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 Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where required
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

Requirements:

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
Relevant rights to work in Singapore

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:

March 21, 2025

Expiration:

April 20, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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