HSBC Group

GCB 5

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) Hong Kong 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. We have 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 CX Manager.

Principal Responsibilities

In this role you will

• Execute the holistic CX (customer experience) and Relations strategy that can drive continued improvement in CX, elevation in customer advocacy along with reduction in complaint, sustainable customer engagement and business growth

• Develop and implement AI-powered CX and Customer Relations capabilities and cross-functional programs to drive change while ensuring CX and complaint management operational excellence

• Facilitate efficiency and quality improvements through innovative strategies and technology implementations in CX model

• Manage CX model automation including customer feedback loop mechanism to act on customer voices to drive customer advocacy improvement and complaint pre-emption 

• Facilitate complaint management automation and operational transformation to increase efficiency 

• Collaborate with cross-functional teams and prepare documentations to ensure seamless integration of AI solutions into existing CX and Relations processes in compliance with risk assessment and governance

• Support Wealth and Personal Banking’s strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities

• Support CX initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

To be successful you will need

• University degree or professional qualification in a relevant discipline

• Demonstrated experience in implementing CX and digital transformation projects and solid knowledge of AI solutions applicable to CX enhancement and operational efficiency

• Good 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 implement and mobilize customer centric initiatives

• Ability to deliver change while working across a multisite matrix organization

• Strong project skills, with the ability to work on competing priorities

• Innovative and embracing change to bring in desired outcomes effectively

• Analytical skills offering the capacity to identify and address areas for development and improvement

• Strong verbal and written communication and presentation in Chinese and English

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?".

Opening up a world of opportunity

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.