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.
Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of Assistant Manager Customer Advocacy.
This role drives the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience and put into place critical checks that would create the distinct HSBC customer relations end to end at critical touch points.
The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer is at the forefront of our thinking. It is a specialist and strategically focused role, using research, recommendation and driving action to create a positive customer experience and measure it in a way that is consistent across the Group in driving service excellence. It is to stimulate thinking and action for the next or future practice our customers will experience and will achieve this by ensuring through evaluating the situation from the customer’s perspective and not “inside out” view of the world.
Principal Responsibilities
The role holder is a key contributor to drive unparalleled Customer Experience through:
- Accountability to elevate Wealth and Personal Banking channels’ understanding and implementation of CARE standards.
- Drives customer service improvement to enhance customer service level through identifying top customer pain point root-causes and prioritization for fixes
- Responsible in measurement and tracking of key customer metrics outcome and lead advisory to stakeholders to improve overall SLA and customer experience
- Candidate is to drive changes in a varied business environment throughout the network as the job requires candidate to be in close contact with Helpdesk, Call Centre, branches and various operation departments.
- Candidate is expected to exercise a reasonable amount of discretion in carrying out duties within the guidelines/directives as laid down internally and by regulatory authorities, with the necessary guidance and reference from his/her superior.
Requirements
- A minimum requirement of Bachelor’ Degree is needed for the role.
- Candidate must possess a minimum of 3 year experience in banking industry to enable him/her to understand Bank’s business objectives and processes.
- Candidate must have basic project management skills with good problem solving skills.
- Candidate should possess good communication skills, independent and have the pleasant attitude in working towards tasks given.
- Excellent communication skills - both verbal and written
- Excellent language proficiency in English and Bahasa Malaysia.
- Requires good basic PC operating skills: Ms. Word, Powerpoint, Excel, etc.
- Highly motivated, results-oriented and prepared to accept challenging goals.
- Able to work independently and is customer-oriented.
- Able to work under pressure
Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
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.