HSBC Group

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Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking an experienced professional to join this team in the role of Vice President Customer Experience Management(CXM), Quality Assurance and Customer Protection Lead.  

Responsibilities:

Overseeing and managing aspect of quality assurance and adherence to policy and regulatory requirements under Customer Experience and Customer protection area. Below are aspects to your role:

• Governance & Compliance
• Coordinate, implement and ensure adherence to customer protection governance framework in line with regulatory requirements in Wealth & Personal Banking (WPB)
• Act as the primary point of accountability for all matters related to Customer Protection policy.
• Quality Assurance
• Design and execute quality assurance to complaint handling across channel under WPB to ensure our customer are receiving fair outcomes.
• Address and identify root cause of potential risks before they escalate.
• Identify potential gaps or risks in the complaint identification and handling process that may otherwise go unnoticed.
• Complaint performance, trends monitoring & reporting.
• Lead, execute and continuous improvement in understanding Complaint Trends and Customer’s Feedback by providing reporting and analysis to senior management and stakeholders.
• Utilize data to recommend improvements for better customer experience

To be successful in this role, you should meet the following requirements:

• Bachelor’s degree
• 5+ years’ experience in governance, audit, customer experience, process/ procedure.
• Strong knowledge of industry’s best practices
• Ability to thrive in a fast-paced environment, managing multiple and ad-hoc projects.
• Collaboration and cross functional work

You’ll achieve more at HSBC

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.