HSBC Group

GCB 6

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.

Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

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

Principal Responsibilities

• With Customer Centricity being one of the AMH WPB strategic priorities (i.e. "C" in "ABCD"), this role contributes to driving the holistic customer experience and relations strategy which underpins managing down complaints, maximizing customer advocacy, sustainable customer engagement, recommendation and business growth
• Support data and insight analytic work to execute customer feedback loop mechanism by acting on customer voices, lobby prioritized customer journeys enhancements, leveraging on customer experience model to drive customer advocacy using the data with width of NPS and depth of complaints and other customer/business metrics, with automation, innovation and scalability
• Collaborate on the delivery of key metrics reporting and data-led analysis with latest technology to articulate what matters most to customers and provide steer to mobilize customer centric improvements and service resolutions that mitigate complaints and increase advocacy
• Assist in mobilizing prioritized customer journeys’ enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners to drive best in class customer experience across the business
• Help with implementing strategic initiatives and CX projects that align with the long term vision of business and customer growth priorities
• Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

• Strong data analysis and analytical skills to identify areas for customer journey and experience improvements   
• Proficient in project and time management
• Sound understanding of the Wealth and Personal Banking business and strategy, with extensive project management experience a definite advantage
• Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of service
• Ability to collaborate with stakeholders across the organization 
• Strong communication skills and proficient command of English and Chinese, both verbal and written, with good articulation of insights 
• Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

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?".

You’ll achieve more at HSBC.

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.