AVP, Wealth Training and Recognition

3 weeks ago

Singapur, Singapore HSBC Full time

AVP, Wealth Training and Recognition – HSBC We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Wealth Training & Recognition . About the Role Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million international customers ranging from retail to ultra‑high‑net‑worth individuals and their families. We help our customers manage, protect and grow their wealth, delivering HSBC’s purpose of opening a world of opportunity through borderless banking, mobile‑first capabilities and world‑class wealth management. Principal Responsibilities Knowledge Management: Develop and maintain a comprehensive knowledge base for the contact center team to ensure accurate and up‑to‑date information is readily available. Learning and Development: Identify training needs and create targeted learning programs to improve team performance and skill sets. People Experience: Act as a culture ambassador by contributing to a positive and inclusive team environment. Organize and support initiatives that improve agent engagement, morale, and well‑being. Quality Assurance: Provide timely, constructive feedback to agents and support coaching conversations with team leaders. Projects and Operational Initiatives: Support the planning, coordination, and execution of contact centre initiatives (e.g., new tool implementation, workflow improvements, customer experience programs). Reporting and Analysis: Generate regular reports on training effectiveness, and team performance in both quality and complaints. Qualifications Bachelor's degree in Business Administration, Communications, or a related field. Advanced experience in customer service, complaint management, training/knowledge‑management related field, ideally in a contact center environment. Strong understanding of complaint resolution processes and customer service best practices. Experience in designing, developing, and delivering training programs. Strong organizational skills and attention to detail. Ability to analyze data and provide actionable insights for continuous improvement. Seniority level Executive Employment type Full-time Job function Human Resources 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. Referrals increase your chances of interviewing at HSBC by 2×. Issued by The Hongkong and Shanghai Banking Corporation Limited. #J-18808-Ljbffr

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