Assistant Vice President, Customer, People Experience, HSBC

Assistant Vice President, Customer, People Experience

HSBC

Location:
Singapore, Singapore

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Contact Centre Business plays a central role in maintaining HSBC's reputation as a leader in banking. The role involves developing a knowledge base, identifying training needs, fostering team culture, ensuring quality assurance, supporting operational initiatives, and reporting team performance metrics.

Job Responsibility:

Develop and maintain a comprehensive knowledge base for the contact centre team to ensure accurate and up-to-date information is readily available
Identify training needs and create targeted learning programs to improve team performance and skill sets
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
Provide timely, constructive feedback to agents and support coaching conversations with team leaders
Support the planning, coordination, and execution of contact centre initiatives (e.g., new tool implementation, workflow improvements, customer experience programs)
Generate regular reports on training effectiveness, and team performance in both quality and complaints

Requirements:

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

What we offer:

Inclusive and diverse environment
Continuous professional development
Flexible working
Opportunities to grow

Additional Information:

Job Posted:
September 11, 2025

Expiration:
October 11, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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