Vice President, Client Solutions and Client Intelligence - Wealth & Personal Banking
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 (WPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.
We are currently seeking a high calibre professional to join our team as a 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 external
- Lead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer Relations
- Acts as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations
- Investigate and respond to serious customer complaints and provide suitable resolutions
- Seek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaints
- Identify and report complaints and other customer feedback trends which indicate where services or processes need review
- Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
- To be an advocate of the Customer Relations team, building relationships with key stakeholders and raising the team profile
- Act as the voice of the customer during interactions with the business
- Develop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identification
- Provide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where required
- Ensure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodies
- Actively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams
