Service and Control Manager (20206)

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The Service and Control Manager will support the country representatives in addressing channel experience issues meeting best in class standards and operating within regional and Global Regulatory frameworks.

To establish a customer centric culture & strategy within the HBME Contact Center teams (offshore and onshore), including Contact Centre Calls and Conversational Banking services for both sales and services, in line with the IWPB Business needs to enhance Customer services and recommendation scores as well as customer loyalty and retention.

To have in place a proper Complaints Handling mechanism and perform detailed analysis to provide Senior Management with detailed Service Standards related MI on a consistent basis.

To perform robust root cause analysis of service complaints/iNPS and proactively put forth recommendations to promote excellent & consistent customer service through joint up efforts across all functions within the Organization and with the channel and sharing of best-in-class practices with other markets, Global Services utilities and Global Contact Center operations in line with the IWPB Strategy.

Process review and re-engineering will be key focus to achieve quick wins as well as sustainable improvements for the channel and form the core foundation of the Customer Experience framework with coaching models, and quality monitoring tools.

Duties & Responsibilities:

• Working with project teams and redesigning chat flows designs incorporating Gen AI capabilities.
• Designing new and optimizing existing end to end customer journeys.
• Co-ordinate and oversee work to meet objectives and deadlines.
• Ensure both internal rules and external regulatory requirements are adhered to.
• Maintaining customer journey maps, reviewing and continuously improving existing journeys in line with ever changing customer demand, available technology, products and services.
• Work collaboratively with cross functional teams within HSBC Value Streams, including Operations and Digital
• Close working relationships with Group teams and third-party vendors
• Develop value adding relationships with WPB Customer Experience and GR Operations.
• Implement initiatives for customer groups to improve customer experience, by leveraging on iNPS for chat and Bot operations.
• Satisfaction and service quality evaluation initiatives.
• Coach and Monitor service performance according to agreed standards. Communicate findings to the stakeholders and take necessary steps to assist in improving service gaps identified.
• Ensure that processes and procedures are reviewed and in line with business requirements and uploaded to the contact center repository (iKnow).
• Produce detailed analysis and MI of Complaint trends to the Senior Management Team on a monthly basis.
• Ensure that the Conversational Banking and Bot journeys are operating in adherence to the regulatory requirements as well as local and Group Compliance modules.
• Timely implementation recommendations made by internal/external auditors and external regulators.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

 Experience & Qualifications:

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit
• Experienced in customer journey mapping, end to end (using Visio and FIGMA)
• Experienced in working on customer journey design, Gen AI, Bot design and effectively utilizing customer feedback and data to lead in your decisions
• A desire to find ways to continually improve the service delivered to our people and customers.
• The role holder will need to be comfortable working to tight deadlines in a fast paced, sprint based and agile way
• The ability to prioritize and reprioritize work to overcome challenges to consistently meet, exceed objectives
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Excellent analytical skills and a good knowledge of excel
• An understanding of confluence and Jira
• Experience of collaboratively and effectively working with multiple business areas to deliver shared goals and outcomes.
• The role operates within WPB and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, where applicable, and different customer attitudes and requests daily.
• Knowledge of various WPB products.
• Excellent communication and Analytical skills.
• Read and understand the policies and procedures. Ensure that the process are followed in line with the procedures

For further details and application information please visit our careers site, searching under reference number.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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 Hong Kong and Shanghai Banking Corporation Limited