Vice President, Customer Service

4 weeks ago

Singapur, Singapore HSBC Full time

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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 Vice President, Customer Service.

Principal Responsibilities

Lead, develop and manage a team of Universal Banking Ambassadors (UBA) to maintain customer service, greeting and serving our customers in line with Branch Service Protocol; working in synergy with other branch teams to compliment frontline service delivery to HSBC customers Ensure UBAs are managing customer queries, issues, feedback and complaints with appropriate advice and in line with SLA expectations of Branch Service Protocol, Customer Complaints and other process SLAs as applicable Lead and coach the team to adopt a needs-based approach to provide recommended solutions/referral for retail banking and general insurance products to meet customer's financial needs Exercise oversight on the team as they work within branch pods to understand and exercise Know Your Customer and Customer Due Diligence procedures when onboarding customers to ensure they are suitable clientele for HSBC Champion and lead the team to promote digital banking and other self-service channels such as Internet & Mobile banking; and refer customer’s queries on wealth, protection, home loan and other international banking needs to the right channels as appropriate Work in collaboration with branch operations to ensure UBAs’ quality of work in daily data entry and operational transactions are executed expeditiously, with minimal errors and in compliance with audit and statutory guidelines Requirements The successful candidate has strong academic qualifications and over 5 years of work experience in customer experience related or frontline service delivery with a proven track record of leading a team Strong understanding of retail banking environment with high adaptability to work in matrix reporting or collaborating organizational structure Strong interpersonal relationship skills to be able to work individually as well as to collaborate with stakeholders to meet overall team’s objectives Highly driven and possess the ability to succeed within a challenging environment Outgoing disposition, well-equipped with good communication and interpersonal skills Down to earth and resilient individual with an entrepreneurial and collaborative mindset who is able to work independently and in a strong team environment Highly driven to excel and be able to thrive within a challenging environment by effectively recognizing customers' personal banking and wealth management needs

To be considered for this role, the relevant rights to work in Singapore is required.

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