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.

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a Manager, Customer Experience & Relations.

Principal Responsibilities

In this role you will:

• Review end-to-end customer journeys from customer lens, including but not limited to digital enhancements, PayMe journeys, hybrid journeys at branch and call center
• Analyse and derive insights from NPS surveys (arising from Branch, RM, Voice, Conversational Chats and Digital interactions), customer voice and complaints trend to identify pain points and actions
• Mobilise journey and channel owners for enhancements to improve customer experience
• Implement strategic initiatives that align with the long-term vision of business and customer growth priorities

To be successful you will need:

• University degree 
• Strong business sense and sound understanding of the Wealth and Personal Banking business and strategy
• Excellent project management and analytical skills to identify areas for improvement in customer journeys and experiences
• Ability to deliver and mobilize change while working with stakeholders across the organization
• Strong planning and organizational skills
• Proficient command of English and Chinese with good articulation of insights 

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.