Vice President, Customer Service

2 months ago

Singapore HSBC Full time
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 Vice President, Customer Service.

Principal Responsibilities
  • Lead, develop and manage a team of Premier Service Managers within the International Wealth Hub to deliver consistent and high level of service standards to our customers
  • Facilitate the effective operations by meeting the high level of service standard to our internal and external stakeholders and inculcate a strong service culture in line with our C.A.R.E principles
  • Supervise the team and ensure that all relevant parameters provided by local regulatory and internal guidelines, including audit requirements are observed and adhered to
  • Exercise broad discretion in executing the daily duties by taking into consideration of risk, control and customer satisfaction using the delegation empowerment limits
  • To and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators
  • Implement the Group Compliance policy by containing Compliance Risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term Compliance embraces all relevant financial services laws, rules and codes with which the business has to
  • comply. This will be achieved by adhering to all relevant processes or procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators
  • Manage and resolve complaint escalations by assisting with investigation and ensuring resolution within the set service standards
Requirements
  • Degree holder with relevant experience in a retail banking environment
  • Strong leadership skills with the ability to develop, direct and implement plans
  • Strong communication and interpersonal skills are essential in this role to interact with a diverse group of subordinates, peers, senior executives and customers
  • As the role will be dealing with customers predominantly in North Asia market, proficiency in both spoken and written English and Chinese are required. Cantonese will be an added advantage
You’ll achieve more when you join HSBC.

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.

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