HSBC Group

Business: Wholesale Client Services Client Experience & Priority Client Analyst (CX Business Analyst)

Open positions: 1

Role Title: Bus Admin and Operational Mgmt GSC’s

Global Career Band: 5

Location (Country / City ): Bangalore

Recruiter Name :  Hariharasudhan G

The Opportunity:

• Wholesale Client Services is a rapidly evolving area within Wholesale COO created in line with HSBC investor commitments and combining the CMB Middle Office and GB Client Operations teams into one function. The New-to-Bank (NTB) area focuses on the onboarding for customers and specifically this role will sit within the Global CX & Priority Client function.
• The role will primarily be focused on the improvement of our Net Promotor Score (NPS) from clients, including the production, analysis, and interpretation of data as well as the definition and execution of action to respond to the themes in order to optimise and exceed client requirements across the Commercial Bank (CMB) and Global Banking (GB) lines of business. In parallel the role will focus on driving & improving the Client data analytics for Priority clients and Priority client objectives.

Tasks and responsibilities of the job holder include the following:

• Drive initiatives which enhance customer experience and support increased retention and expansion of client relationships through.
• data analysis and improved Wholesale Client Servicing
• Design, capture, and monitor metrics and performance indicators to monitor service quality levels. Design & drive remedial action.
• Capture, design, and implement solutions or change initiatives.
• Manage initiatives for service improvement; these could be in areas such as staff development, customer communication or internal.
• process improvement.
• Lead the capture, monitoring, and delivery of CX initiatives, solutions and change activities.
• Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with finding service solutions that improve Client Service Delivery from Client Servicing functions.
• Ensure customer complaints are escalated, reviewed, and actioned at a case by case and thematic level. 
• Perform research, through Business analysis and data analysis on all current CX insights and indicators.
• Establish key CX themes and issues, leading and driving the CX initiatives within the CX function, across functions and regions. Agreeing and managing milestones auctioning, tracking, governance, and oversight of execution targets
• Manage resources to achieve business targets / objectives for the CX programme.
• Analyse KPI indicators and Client data, initiate and drive new KPI or data requirements.
• Support business and data analysis for CX design research.
• Engage and drive stakeholders in multiple locations to achieve programme outcomes.
• Analyse problems and propose solutions beyond initial objectives or requirements.
• Challenge requirements and thinking.
• Establish best practices, evolve processes, and cultivate community.
• Works collaboratively with other teams to support design & drive prioritization solutions to CX and Employee pain points. 
• Ensures that design research across the project is scoped and supported appropriately

What you’ll do:

Principal Accountabilities:  Key activities and decision-making areas

Impact on the Business

• Assume responsibility for the key theme identification ascertained from Client research and data analysis.
• Drive client complaint/service improvement analysis, solutions and governance.
• Drive programme process improvement initiatives, the tracking driving, solutioning globally and regionally to ensure CX/EX benefit and outcomes.  
• Lead CX programme delivery through improved initiatives, tracking and delivery, improved client data profiling, improved KPI’s. Governance and engagement
• Ensure data is managed in line with HSBC policies and ethical practice.
• Actively collaborate with teammates on research and CX activities.

Typical Targets and Measures

• Revenue and client retention
• RFP opportunities and wins due to improved.
• servicing
• Reduction in complaints and low VoC’s
• Improved Client KPI’s and survey responses
• Number of completed CX/EX Programme.
• initiatives
• Number of Priority Clients live with priority.
• client service
• Improvements in Service Delivery
• Turnaround times
• Improvement in Client Complaints
• Digital Adoption levels
• Improvement in all Client Feedback channels

Customers / Stakeholders

Stakeholders include, but not limited to the following:

• HSBC customers, consumers & businesses
• Sector leads, Priority Client Regional Leads, MI, Data Leads
• CX leadership Team
• Head of NTB, ETB
• NTB & ETB Product and Journey Leadership Team
• Design leadership team.
• Client Management Sector leads Wholesale.
• All functional teams
• Technology team
• All Risk and legal Teams
• Marketing
• Positive feedback from all stakeholders
• Delivery/ sharing of key artefacts to all stakeholders on time.
• Successful collaboration with other teams
• Adherence to Risk, Compliance, Global Standard and FCC requirements

Leadership & Teamwork

• Facilitate communication across disciplines at the project and the account level to create alignment and efficiencies.
• Build a culture of continuous improvement in customer experience and functionality deployment.
• Strong Collaboration within the other HSBC product teams
• Working with senior management to drive efficiency.

Operational Effectiveness & Control

• Regular review to identify key risks, issues, and interdependencies.
• Determine and apply appropriate mitigation strategies.
• Ensure an equal and balanced focus is maintained on operating and regulatory risks and ensure the Virtual Management Team positively identifies and mitigates these in a manner that protects the Brand.
• Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.
• Implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity
• Drives customer-centric approaches
• Drives user friendly concepts

Major Challenges

• Working under pressure, flexibility and ability to find solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders.
• HSBC has evolved over its 150-year history and its improvement in Client Experience and adoption of electronic channels can be seen as important as the development of the business in emerging countries. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the Mgmt. of the bank and the current culture is largely unfamiliar.
• Ensuring that all HSBC Wholesale services offer outstanding CX & Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy.
• Provide market-leading, compelling Digital product experiences that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across the bank.

Role Context

• The role will sit within the CX Enablers team.  Key objectives and governance of the deliverables in this role will be agreed by Senior CX Enabler Manager.
• This role holder will be expected to operate within CX & Priority Clients team
• Responsibilities will include collaboration with several cross-functional working group teams in parallel.
• Drives customer-centric approaches
• Drives Client and Employee friendly concepts and solutions to CX Service Delivery

Management of Risk 

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls 

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

What you will need to succeed in the role:

• 6+ years of relevant industry experience
• History of tackling and solving complex operational, data, MI challenges.
• Ability to communicate effectively with colleagues, clients, and partners.
• Strong leadership and people management skills, problem resolution abilities, and good judgment.
• Experience conceptualizing and managing CX initiatives from start to finish.
• Proven history of delivering results on time and within budget.
• Comfort with ambiguity yet unstoppable drive to create order out of chaos.
• Strong strategic, analytical, and problem-solving skills.
• Strong data analytics skills and ability to communicate themes and required outcomes.
• Proven Data knowledge and associated technology experience of source systems
• Proven collaborative and teamwork skills.
• Passion for evolving optimal CX improvements; flexible in approaches to see opportunities.
• for CX improvements where others might see constraints.
• Ability to work with many parties both internal and external to the bank.
• Impeccable personal time management
• Manage resources to achieve business targets / objectives.
• Analyze problems and propose solutions beyond initial objectives or requirements.
• Challenge requirements and thinking.
• Working with senior management to drive efficiency.
• Drives customer-centric approaches
• Drives user friendly concepts

Link to Candidate User Guide:

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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