Job Description

Job description

Some careers grow faster than others.

If you\xe2\x80\x99re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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\xe2\x80\x99s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC\xe2\x80\x99s 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\xe2\x80\x99 needs.

We are currently seeking a high calibre professional to join our team as a Customer Servicing and Operations Lead Asia.

Principal Responsibilities

Role Overview:

We are building a new strategic digital business; with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world.

We are passionate about approaching things differently and currently looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast-evolving industry, joining us on our journey.

As part of our global expansion, we are looking for a seasoned Customer Service Lead in Singapore.

Roles and Responsibilities (Regional)

• Align, design and execute the venture\xe2\x80\x99s service strategy internally and externally across Asia Pacific in alignment with its global strategic goals
• Lead customer service operations for all markets in Asia Pacific, achieving agreed goals for service quality and related metrics to ensure world-class intuitive, consistent, simple and relevant customer experiences across all channels
• Develop and manage the relationship with the venture\xe2\x80\x99s BPO partner, having accountability for the performance of the outsourcer, and acting as the primary contact point for the regional relationship
• Establish relationships with market leaders and support teams in each market to ensure expectations are met across all aspects of service operations
• Ensure all necessary operational procedures, governance, reporting and conduct are successfully managed in accordance with each market\xe2\x80\x99s Regulator and regulatory bodies
• Be relevant and in tune with regional customer trends by designing and refining world class digital / mobile first customer service propositions and tailoring the offering to increasingly self-service oriented / younger customer segments across Asia Pacific

Roles and Responsibilities (Singapore regulated business)

• Be the focal point of contact from regulatory (Monetary Authority of Singapore) perspective for customer services, operations and complaints for the regulated business in Singapore
• Be the named individual to address any queries or complaints from customers
• All other responsibilities outlined from regional level are also applicable in the Singapore market

Requirements

Experience

• Proven track record and relevant leadership experience in a global customer-focused, contact centre, mobile, propositions and / or products environment
• Experience of identifying and integrating customer propositional or product design across a global contact centre business, utilising design thinking and iterative design
• Broad knowledge and understanding of the Asia Pacific region, including distinct needs, regulatory requirements, and cultural preferences
• Hands-on mobile knowledge in building data fuelled and hyper personalised customer-centric experiences and propositions
• Substantial experience working with proposition owners and IT development resources to deliver an online, multi-channel customer experience for a global brand that meets user expectations
• Experience in setting up and managing BPO operations
• Knowledge and expertise on digital sales and marketing content strategy, as well as international and external cross industry connectivity to support the origination and activation of customers
• Strong results orientation and performance management success with evidence of business development and entrepreneurship

Skills

• Able to demonstrate actions and an understanding in working in the best interests of the customer
• Excellent written and oral communication skills, including effective presentation and coaching
• Excellent relationship management and diplomacy skills, ability to influence and negotiate effectively
• Collegiate, solutions focused attitude
• Skilled decision maker, able to stand firm and show necessary flexibility where required

To be considered for this role, the relevant rights to work in Singapore is required.

You\xe2\x80\x99ll achieve more when you join HSBC.

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.

HSBC