VP, Customer Experience And Insight

HSBC
Singapore
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Leadership","Communication","Teamwork","Root cause analysis","Stakeholder management"]

Serve as the escalation point and subject matter expert for regulatory complaint investigations. Lead serious complaints oversight, drive team standards, and improve customer interactions to reduce complaint volume and severity using root cause analysis. Act as the voice of the customer with business stakeholders, ensuring adherence to data standards, policies, and regulations. Lead training and education for frontline teams and build relationships with buddy branches and contact centers.

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FursaFursa
HSBC
HSBC
2 days ago

VP, Customer Experience And Insight

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as the escalation point and subject matter expert for regulatory complaint investigations. Lead serious complaints oversight, drive team standards, and improve customer interactions to reduce complaint volume and severity using root cause analysis. Act as the voice of the customer with business stakeholders, ensuring adherence to data standards, policies, and regulations. Lead training and education for frontline teams and build relationships with buddy branches and contact centers.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Act as the escalation point and subject matter expert for regulatory complaint investigations.
  • •Lead serious complaints oversight and maintain standards for handling serious complaints.
  • •Improve customer interactions to reduce complaint volume and severity, including root cause analysis and strategy development.
  • •Be the voice of the customer across business interactions and advocate for the right customer outcomes.
  • •Ensure adherence to data standards, policies, regulations, and participate in training and education for frontline teams.

Key Requirements

  • •Strong experience in customer relations with a positive track record.
  • •Minimum of a bachelor’s degree in business, communication or marketing, or related field, or equivalent experience.
  • •Strong knowledge of management reporting and quality issues.
  • •Proven ability to communicate effectively within the organization and with customer groups, and work in a team-oriented environment.
  • •Drive a structured approach to a complaint management framework and identify gaps from customer complaints.
Education:Bachelor's in business, communication or marketing, or related field
Skills:LeadershipCommunicationTeamworkRoot cause analysisStakeholder management

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
Glassdoor: 3.6
WebsiteLinkedIn