Assistant Manager, Customer Experience Specialist

3 weeks ago

Kuala Lumpur, Malaysia Hsbc Full time

**Responsibilities**:

- Job Description**Some Careers Open More Doors Than Others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.**Wealth and Personal Banking **is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
- We are currently seeking an ambitious individual to join our HSBC team in the role of
- **Assistant Manager, Customer Experience Specialist**, working together with colleagues to define, manage and achieve the Bank’s business targets.**Role purpose**:
This role is critical to support the strategic MYH country priorities in customer growth, accelerate product penetration and increase customer engagement through the following:
- Align the strategic direction, target customer segments and value pools, enablers of customer growth, engagement and advocacy, as well as key customer pain points.
- Support in prioritisation of journeys that will be mapped and redesigned E2E using the skills and expertise of design thinking and customer journey mapping
- Ability to understand business objectives and support by aligning CX efforts to drive business ambition
- Implement effective and efficient customer journey designs with clear goals and success measures with clear understanding of as-in and to-be improvements.
- Ability to test and validate responses, analyse customer feedback, bring in external market perspectives and insights to the recommendations on customer journey approach

**Principal Responsibilities**:

- Enable and support WPB customer growth success metrics to help achieve Business objectives, ambition and Annual Operating Plans
- Demonstrate tangible customer positive improvements with clear tracking of customer touchpoints across online and offline channels and devices.Uses knowledge and understanding of the business and the external environment to consistently impact sustainable business results specifically on customer number growth.
- Assist to help grow highly-engaged HSBC Customer Community Work efficiently on Agile to drive Business agenda mainly on customer growth.
- Ensure close connection between market trends, customer needs and ultimately change impact on business performance.
- Delivers on the strategic opportunities that significantly improve business performance within the stipulated timeline
- Develops and provides the strategies and interventions that effectively deliver customer-related aspects of change; facilitates effective implementation
- Drives effective and efficient deployment of customer journey improvements to support WPB Customer Growth strategies into the business in alignment with wider group of WPB population.
- Anticipates and identifies the potential operational, reputational and brand risks. Drives solutions with low tolerance of underperformance and ensures effective mitigating actions
- Ensure all 2nd Line of Defense has reviewed and agreed with the proposals / strategy prior implementation.
- Review Bank Negara (Local Regulators) requirement for any implementation while consulting the local Regulatory Compliance contact as well.
- Develops and sustains effective relationships with all stakeholders and the business; demonstrates a consultancy approach to relationship development across the organisational matrix
- Demonstrates personal focus on business outcomes; builds and maintains status and visibility as an expert advisor and collaborative partner with the business and other functions.
- Consistently delivers with integrity in business relationships; provides clear, candid, honest and rational assessment with focus on customer-led solutions
- Demonstrates personal commitment to and interest in the WPB strategic agenda. Is professional, authentic and dedicated to the delivery of thought-leading expertise in support of the business
- Applies effective project management capability to the design, track and implement customer experience improvements to support WPB customer growth strategies.
- Putting customer into the Priority and supported by lower cost strategy

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