HSBC

1 month ago

AVP, Customer Support and Training

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

AVP, Customer Support and Training leads complaints management, knowledge management, training programs, and people experience at HSBC Singapore. You will optimise the complaints KPI, translate feedback into actionable improvements, oversee knowledge base accuracy with SMEs, and drive training initiatives across teams to elevate frontline performance and iNPS.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Ensure the Complaints KPI is met by managing escalations effectively, driving timely and professional outcomes, analysing trends, and coordinating cross-team corrective actions to improve service quality and prevent recurrence.
•Develop, maintain, and optimise the contact-centre Knowledge Management System and knowledge base—keeping content accurate and up to date with SME validation—and drive agent adoption to ensure consistent, high-quality customer responses.
•Identify training needs and build targeted learning programmes; design and deliver training/workshops/coaching; measure effectiveness via assessments, feedback, and performance metrics.
•Support improvements in iNPS by using complaint insights and iNPS detractor reviews to identify root causes, prioritise fixes, and shape coaching, training, and knowledge interventions that improve customer outcomes and frontline capability.
•Generate regular reports on complaint trends, training effectiveness, Complaints KPI performance, and iNPS drivers, partnering with management to recommend and implement improvements.

Key Requirements

•Bachelor’s degree in Business Administration, Communications, or related field.
•Contact-centre experience in customer service, complaints, and/or training/knowledge management.
•Strong customer service and complaint handling best-practice knowledge, with a track record of delivering against performance measures (including Complaints KPI and iNPS).
•Proven ability to design, develop, and deliver training programmes.
•Strong organisation, attention to detail, time management, and ability to juggle priorities.

Experience:BankingFinancial services

Education:Bachelor's

Skills:CommunicationTrainingAnalysisProject managementStakeholder management

Languages:English

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

1 month ago

AVP, Customer Support and Training

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Ensure the Complaints KPI is met by managing escalations effectively, driving timely and professional outcomes, analysing trends, and coordinating cross-team corrective actions to improve service quality and prevent recurrence.
•Develop, maintain, and optimise the contact-centre Knowledge Management System and knowledge base—keeping content accurate and up to date with SME validation—and drive agent adoption to ensure consistent, high-quality customer responses.
•Identify training needs and build targeted learning programmes; design and deliver training/workshops/coaching; measure effectiveness via assessments, feedback, and performance metrics.
•Support improvements in iNPS by using complaint insights and iNPS detractor reviews to identify root causes, prioritise fixes, and shape coaching, training, and knowledge interventions that improve customer outcomes and frontline capability.
•Generate regular reports on complaint trends, training effectiveness, Complaints KPI performance, and iNPS drivers, partnering with management to recommend and implement improvements.

Key Requirements

•Bachelor’s degree in Business Administration, Communications, or related field.
•Contact-centre experience in customer service, complaints, and/or training/knowledge management.
•Strong customer service and complaint handling best-practice knowledge, with a track record of delivering against performance measures (including Complaints KPI and iNPS).
•Proven ability to design, develop, and deliver training programmes.
•Strong organisation, attention to detail, time management, and ability to juggle priorities.

Experience:BankingFinancial services

Education:Bachelor's

Skills:CommunicationTrainingAnalysisProject managementStakeholder management

Languages:English

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