HSBC Group

GCB 4

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

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 Senior Director of Customer Relations.

Principal Responsibilities

• Deliver the holistic customer experience & relations strategy that can drive sustainable customer engagement, recommendation and business growth
• Drive the Listen, Act and Recover pillar in the Customer Experience Model to recover service issues, build NPS x complaint insights and actions with scale, speed and depth. This role listens to customer voices, plans and leads the team to drive service resolutions to mitigate complaints and increase advocacy
• Mobilize prioritized customer journeys’ enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners to drive best in class customer experience across the business
• Drive strategic initiatives and CX projects that align with the long term vision of business and customer growth priorities
• Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

• University degree or professional qualification in a relevant discipline
• Sound understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience is a definite advantage
• Excellent customer focus, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of service
• Ability to drive and mobilize change while working across a multisite matrix organization
• Strong planning and organizational skills, with the ability to balance a range of competing priorities
• Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects
• Analytical skills offering the capacity to identify and address areas for development and improvement

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.