Assistant Vice President, Customer Support and Training - Wealth & Personal Banking

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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 Support and Training.

Principal Responsibilities

Complaint Management:

• Act as a primary point of contact for handling escalated customer complaints, ensuring timely and effective resolution
• Monitor and manage the end-to-end complaint process, ensuring customer concerns are addressed promptly and professionally
• Analyse complaints to identify recurring issues or trends, providing actionable insights to improve service quality
• Collaborate with relevant teams to implement corrective actions and improve processes to prevent future complaints

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
• Ensure that the Knowledge Management System (KMS) is regularly updated with relevant information, product/service details, and troubleshooting guides
• Manage and optimize the KMS to improve usability, accessibility, and effectiveness for team members
• Monitor the quality and accuracy of the content within the KMS, working closely with subject matter experts to verify information
• Promote the effective use of the KMS by contact centre agents to ensure consistency and accuracy in responses

Learning and Development:

• Identify training needs and create targeted learning programs to improve team performance and skill sets
• Design and deliver training sessions, workshops, and coaching programs for contact centre agents
• Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics
• Promote a culture of continuous learning and development within the contact centre, encouraging agents to take ownership of their growth

Team Support and Mentorship:

• Provide on-the-job coaching, mentoring, and support to Team Managers to enhance their customer service and complaint resolution skills
• Foster an environment of teamwork, collaboration, and knowledge sharing within the team
• Act as a role model in providing excellent customer service and demonstrating professionalism in handling complaints

Reporting and Analysis:

• Generate regular reports on complaint trends, training effectiveness, and team performance
• Work with management to recommend improvements based on analysis of complaints and training outcome

• Bachelor's degree in Business Administration, Communications, or a related field
• Previous experience in customer service, complaint management, training/Knowledge management related field, ideally in a contact center 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
• Excellent communication and interpersonal skills
• Problem-solving and decision-making abilities
• Time Management and organizational skills to handle multiple tasks and priorities
• Adaptability: Ability to learn new products or systems quicky and convert that knowledge effectively

To be considered for this role, the relevant rights to work in Singapore is required.

You’ll achieve more when you join HSBC.

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.