Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 an Assistant Vice President, Customer Service Manager.
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
- Work in synergy with other branch teams to compliment frontline service delivery to HSBC customers
- Ensure and support UBAs in 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
- 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
- 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.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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Issued by The Hongkong and Shanghai Banking Corporation Limited.