Vice President Customer Experience Management(Cxm)

3 months ago

Jakarta, Indonesia HSBC Full time

-Job Advert Details

**Some careers shine brighter than others.**

If you're looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking an experienced professional to join this team in the role of **Vice President Customer Experience Management(CXM)**, **Quality Assurance and Customer Protection Lead**.

**Responsibilities**:
Overseeing and managing aspect of quality assurance and adherence to policy and regulatory requirements under Customer Experience and Customer protection area. Below are aspects to your role:

- **Governance & Compliance**
- Coordinate, implement and ensure adherence to customer protection governance framework in line with regulatory requirements in Wealth & Personal Banking (WPB)
- Act as the primary point of accountability for all matters related to Customer Protection policy.
- **Quality Assurance**
- Design and execute quality assurance to complaint handling across channel under WPB to ensure our customer are receiving fair outcomes.
- Address and identify root cause of potential risks before they escalate.
- Identify potential gaps or risks in the complaint identification and handling process that may otherwise go unnoticed.
- **Complaint performance, trends monitoring & reporting.**
- Lead, execute and continuous improvement in understanding Complaint Trends and Customer’s Feedback by providing reporting and analysis to senior management and stakeholders.
- Utilize data to recommend improvements for better customer experience
Qualifications

**To be successful in this role, you should meet the following requirements**:

- Bachelor’s degree
- 5+ years’ experience in governance, audit, customer experience, process/ procedure.
- Strong knowledge of industry’s best practices
- Ability to thrive in a fast-paced environment, managing multiple and ad-hoc projects.
- Collaboration and cross functional work

**You’ll achieve more at 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.

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