Senior International and Premier Servicing Manager - Wealth & Personal Banking

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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.

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 Senior International and Premier Servicing Manager.

Principal Responsibilities

Group Retail Banking is the courageous customer champion, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy – for customers, our employees and our communities. We have the privilege of serving more than 39 million customers in 32 unique markets. The diversity of our customers has never been greater and as the RB&S team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

Our aim for the International and Premier Segments is to become “the world’s most recommended bank for International & Premier Customers, delivering on the needs of our target customer segments (International: Professional Expats, International Investors, and International Students (& Parents); Premier: Professionals, Families and Entrepreneurs.”

The International & Premier Servicing Manager is a critical global role that will support the delivery of the broader RB&S, accountable for design and execution of work class customer experience for the International & Premier Segment. This role recognises that the international & Premier customer segments have specific needs, and is accountable for articulating those needs, defining HSBC’s service proposition, and collaborating with local markets to implement multi-market capabilities and Premier service standards to fulfil those needs

• Use the understanding of our target customers to define the Premier and International servicing proposition, thus improving customer’s experience with HSBC around the world
• Use data and direct customer feedback to build consistent & actionable customer experience insights for continuous improvements whilst embedding timely closed loop feedback mechanism working with Channels and Customer Experience teams globally and locally
• Identify CX issues and improvement plans through customer journey mapping and root cause analysis for International and Premier specific journeys and experiences
• Define and implement a differentiated service standards and SLAs for Premier and International customers including an optimized RM / service interaction model
• Embed servicing culture across International and Premier segment, so that customer experience becomes the key driver for decisions and prioritization & customer experience becomes the key measurement for success
• Have a deep knowledge about all the different solutions HSBC has for the International and Premier Segment, and is accountable for embedding the right principles in the design of new products and services
• Accountable for the achievement of Customer (rNPS, sNPS, iNPS, jNPS and Complaints) and Business (% Attrition, Primacy, Active customers) targets
• Understands cross boarder regulatory environment and is responsible for ensuring adherence to HSBC internal standards, implement and observe Group Compliance Policy, and ensure timely implementation of recommendations made by internal/ external auditors and external regulators