Marco Polo Customer Servicing and Operations Lead

-Job description

**Some careers grow faster than others.**

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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 is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as a **Marco Polo Customer Servicing and Operations Lead Asia.**

**Principal Responsibilities**

Role Overview:
We are an innovative fintech firm that operates in the FX and payments space, with the ambition to become a leading player in the global payments and FX market, supporting foreign currency and payment needs of internationally minded customers around the world.

We are passionate about approaching things differently and currently looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast-evolving industry, joining us on our journey.

As part of our global expansion, we are looking for a seasoned Customer Service Lead in Singapore.

Roles and Responsibilities (Regional)
- Align, design and execute the venture’s service strategy internally and externally across Asia Pacific in alignment with its global strategic goals
- Lead customer service operations for all markets in Asia Pacific, achieving agreed goals for service quality and related metrics to ensure world-class intuitive, consistent, simple and relevant customer experiences across all channels
- Develop and manage the relationship with the venture’s BPO partner, having accountability for the performance of the outsourcer, and acting as the primary contact point for the regional relationship
- Establish relationships with market leaders and support teams in each market to ensure expectations are met across all aspects of service operations
- Ensure all necessary operational procedures, governance, reporting and conduct are successfully managed in accordance with each market’s Regulator and regulatory bodies
- Be relevant and in tune with regional customer trends by designing and refining world class digital / mobile first customer service propositions and tailoring the offering to increasingly self-service oriented / younger customer segments across Asia Pacific

Roles and Responsibilities (Singapore regulated business)
- Be the focal point of contact from regulatory (Monetary Authority of Singapore) perspective for customer services, operations and complaints for the regulated business in Singapore
- Be the named individual to address any queries or complaints from customers
- All other responsibilities outlined from regional level are also applicable in the Singapore market
Requirements

Experience
- Proven track record and relevant leadership experience in a global customer-focused, contact centre, mobile, propositions and / or products environment
- Experience of identifying and integrating customer propositional or product design across a global contact centre business, utilising design thinking and iterative design
- Broad knowledge and understanding of the Asia Pacific region, including distinct needs, regulatory requirements, and cultural preferences
- Hands-on mobile knowledge in building data fuelled and hyper personalised customer-centric experiences and propositions
- Substantial experience working with proposition owners and IT development resources to deliver an online, multi-channel customer experience for a global brand that meets user expectations
- Experience in setting up and managing BPO operations
- Knowledge and expertise on digital sales and marketing content strategy, as well as international and external cross industry connectivity to support the origination and activation of customers
- Strong results orientation and performance management success with evidence of business development and entrepreneurship

**Skills**:

- Able to demonstrate actions and an understanding in working in the best interests of the customer
- Excellent written and oral communication skills, includi