Assistant Vice President, Customer, People Experience - International Wealth and Premier Banking

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Customer, People Experience.

Principal Responsibilities
In this role you will

• Knowledge Management: Develop and maintain a comprehensive knowledge base for the contact centre team to ensure accurate and up-to-date information is readily available
• Learning and Development: Identify training needs and create targeted learning programs to improve team performance and skill sets
• People Experience: Act as a culture ambassador by contributing to a positive and inclusive team environment. Organize and support initiatives that improve agent engagement, morale, and well-being
• Quality Assurance: Provide timely, constructive feedback to agents and support coaching conversations with team leaders
• Projects and Operational Initiatives Support the planning, coordination, and execution of contact centre initiatives (e.g., new tool implementation, workflow improvements, customer experience programs)
• Reporting and Analysis Generate regular reports on training effectiveness, and team performance in both quality and complaints

To be successful you will need

• Bachelor's degree in Business Administration, Communications, or a related field
• Advance experience in customer service, complaint management, training/Knowledge management related field, ideally in a contact centre environment
• Strong understanding of complaint resolution processes and customer service best practices
• Experience in designing, developing, and delivering training programs
• Strong organizational skills and attention to detail
• Ability to analyse data and provide actionable insights for continuous improvement

Opening up a world of opportunity

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.