Some careers shine brighter than others

If you’re looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Senior Service Management Excellence Manager.

In this role, you will

• Drive the complaint root cause analysis to identify what really matters to customers and drive resolutions to meet customer expectations as well as reduce complaint volume
• Drive the development of service management excellence standards, framework and delivery to drive revenue growth, market share and customer advocacy
• Direct and implement service management excellence and Run the Bank initiatives to optimise return from cost to serve and customer advocacy for the Bank
• Oversee incident management for Retail Banking and Wealth Management to effectively assess risks and facilitate proper escalation to business head to uphold the Banks resilience and reputation
• Ensure adherence to policies and guidelines provided by Group and regulators
• Adopt a customer centric approach to set appropriate metrics and accountability for operations teams servicing Retail Banking and Wealth Management customers
• Manage operations performance, at individual service level, linking it back to customer satisfaction and advocacy
• Drive evergreen improvements by benchmarking best practices and leveraging latest technologies
• Contain potential financial losses and reputational risks of major incidents by managing minimising impact on customers and business
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

 To be successful in this role, you should meet the following requirements

• ​Established customer service and communication experience
• High degree of personal drive and resilience, be able to work under pressure and tight timeline and occasionally off business hours to manage incidents
• Highly developed leadership, inter personal and influencing skills
• Extensive experience and deep knowledge of Retail Banking and Wealth Management and services industry
• Excellent verbal or written Chinese and English communication skills
• University graduate or post graduate degree
• Solid experience in supervisory or managerial role. Experience in process re engineering a plus
• Travelling to operations teams overseas necessary. Job holder may need to work occasionally off business hours to support incidents

For further details and application information please visit our career site, search under reference number 00009KE3

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited

HSBC is one of the world's largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through three global businesses: Wealth and Personal Banking, Commercial Banking, Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East, Africa, North America, and Latin America.

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to achieve your ambitions. Come and work with us and you'll have opportunities to build connections with colleagues and customers worldwide and help build the bank for the future.

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