Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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 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 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 a high calibre professional to join our team as an Assistant Vice President, Client Solutions and Client Intelligence.

Principal Responsibilities

CR is responsible for overall complaint handling for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body which may be internal or externalLead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer RelationsActs as the escalation point of contact and Subject Matter Expert for regulatory complaint investigationsInvestigate and respond to serious customer complaints and provide suitable resolutionsSeek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaintsIdentify and report complaints and other customer feedback trends which indicate where services or processes need reviewEnsure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policiesTo be an advocate of the Customer Relations team, building relationships with key stakeholders and raising the team profileAct as the voice of the customer during interactions with the businessDevelop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identificationProvide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where requiredEnsure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodiesActively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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 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 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 a high calibre professional to join our team as an Assistant Vice President, Client Solutions and Client Intelligence.

Principal Responsibilities

CR is responsible for overall complaint handling for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body which may be internal or externalLead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer RelationsActs as the escalation point of contact and Subject Matter Expert for regulatory complaint investigationsInvestigate and respond to serious customer complaints and provide suitable resolutionsSeek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaintsIdentify and report complaints and other customer feedback trends which indicate where services or processes need reviewEnsure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policiesTo be an advocate of the Customer Relations team, building relationships with key stakeholders and raising the team profileAct as the voice of the customer during interactions with the businessDevelop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identificationProvide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where requiredEnsure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodiesActively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teamsWPB operates in a highly competitive and regulated environment. Under the current market conditions, product offerings are increasingly commoditized and pricing is competitive. Therefore, RBWM needs to focus on delivering the desired customer experience that we have promised our customers so that HSBC can differentiate ourselves from our competition and sustain business growth and successThe position holder will drive a structured approach to complaint management framework and identify gaps from customer complaintsThe job holder must align the actionable plans to RBWM’s business goals and the Group overall strategy in driving and sustaining the HSBC brand of customer experienceStrong experience in Customer Relations with positive track recordsMinimum of a bachelor's degree in business, communication or marketing, or related field or equivalent experienceStrong knowledge of management reporting, quality issuesProven track record of communicating effectively within the organization and with customer groupsAbility to work in a team-oriented environment and effectively influence and communicate

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

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.

WPB operates in a highly competitive and regulated environment. Under the current market conditions, product offerings are increasingly commoditized and pricing is competitive. Therefore, RBWM needs to focus on delivering the desired customer experience that we have promised our customers so that HSBC can differentiate ourselves from our competition and sustain business growth and successThe position holder will drive a structured approach to complaint management framework and identify gaps from customer complaintsThe job holder must align the actionable plans to RBWM’s business goals and the Group overall strategy in driving and sustaining the HSBC brand of customer experienceStrong experience in Customer Relations with positive track recordsMinimum of a bachelor's degree in business, communication or marketing, or related field or equivalent experienceStrong knowledge of management reporting, quality issuesProven track record of communicating effectively within the organization and with customer groupsAbility to work in a team-oriented environment and effectively influence and communicate

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

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.