HSBC

2 weeks ago

Assistant Vice President Service Culture Transformation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead the operationalization of service culture and customer experience initiatives across HSBC India’s International Wealth and Premier Banking. Own and scale onboarding and enablement programs, drive responsiveness accountability through KPIs and governance routines, and evolve the Customer First Club to reinforce customer-first behaviors. Support frontline with NPS and closed-loop feedback processes, bridging frontline insights with product, operations, service, and learning teams to deliver measurable service improvements and sustained behavioral change.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Manager level

Key Responsibilities

•Drive the Service Culture Program across IWPB, using frontline and customer feedback to improve program design and outcomes.
•Own and scale IWPB Academy (First Stride), ensuring the 14-day onboarding program builds day-1 readiness in banking fundamentals, products, and service culture.
•Build accountability on responsiveness by tracking KPIs, customer feedback, and benchmarks, and driving initiatives like Clearing House call, Ask the Experts, and Responsiveness Summit.
•Run and evolve the Customer First Club (CFC) to reinforce customer-first behaviors and reduce behavior-driven escalations.
•Provide customer experience support tied to Interaction and Relationship NPS, closed-loop feedback, and reporting platform issues with timely guidance and resolution/escalation.

Key Requirements

•Experience in a bank, NBFC, or financial institute working on customer experience, service excellence, transformation, governance routines, or frontline enablement.
•Strong analytical and problem-solving skills.
•Good communication skills with excellent interpersonal skills.
•Presentation, data management, and reporting/MIS capabilities.
•MBA from a reputed institute preferred; familiarity with AI-enabled tools is an advantage.

Experience:BankingCustomer experienceFinancial servicesTransformation

Education:Master's

Skills:CommunicationInterpersonal skillsAnalytical thinkingProblem-solvingPresentation

Company Brief

HSBC

Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn

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HSBC

2 weeks ago

Assistant Vice President Service Culture Transformation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Manager level

Key Responsibilities

•Drive the Service Culture Program across IWPB, using frontline and customer feedback to improve program design and outcomes.
•Own and scale IWPB Academy (First Stride), ensuring the 14-day onboarding program builds day-1 readiness in banking fundamentals, products, and service culture.
•Build accountability on responsiveness by tracking KPIs, customer feedback, and benchmarks, and driving initiatives like Clearing House call, Ask the Experts, and Responsiveness Summit.
•Run and evolve the Customer First Club (CFC) to reinforce customer-first behaviors and reduce behavior-driven escalations.
•Provide customer experience support tied to Interaction and Relationship NPS, closed-loop feedback, and reporting platform issues with timely guidance and resolution/escalation.

Key Requirements

•Experience in a bank, NBFC, or financial institute working on customer experience, service excellence, transformation, governance routines, or frontline enablement.
•Strong analytical and problem-solving skills.
•Good communication skills with excellent interpersonal skills.
•Presentation, data management, and reporting/MIS capabilities.
•MBA from a reputed institute preferred; familiarity with AI-enabled tools is an advantage.

Experience:BankingCustomer experienceFinancial servicesTransformation

Education:Master's

Skills:CommunicationInterpersonal skillsAnalytical thinkingProblem-solvingPresentation

Company Brief

HSBC

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn