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Customer Services and Operations Senior Manager - Retail Banking and Wealth Management
January 12, 2018
If you're looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.
Retail Banking and Wealth Management 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 a high caliber professional to join our team as Customer Services and Operations Senior Manager.
In this role, you will
Day to day management of the Operations function, including team management, reporting and stakeholder engagement
Leadership of the Customer Servicing function, ensuring customers are delighted with the product and support they receive
Management of business critical risk processes to ensure compliance with internal and external regulations, including customer screening and transaction monitoring
Escalation point for incident management and IT resolutions
Line management of the Customer Support and Operations teams
Supporting the Customer and Servicing Operations Lead with recruitment, training and ongoing performance management of all Customer Servicing and Operations staff
Workforce capacity planning and scheduling
Create, transform and implement a digitally focused operation aiming for ease and customer self service.
Ensure customers are delighted and feel supported by a digitally and tech savvy customer support.
To be successful in this role, you should meet the following requirements
Bachelors degree in business, finance or a related field
Accounting qualifications and accreditations preferred
Agile qualification PSM or CSM preferred
Experience in Customer Servicing and Operations, including team lead roles
Customer facing and front line servicing experience, preferably with Hong Kong consumers and businesses
Definition and execution of operational processes
Programme, project and change management experience in global and complex organisations, preferably with a financial services and retail or commercial banking background
Experience in customer and business support using digital channels
Ability to define frameworks and processes around new technologies and channels
Strong knowledge of Customer Servicing and Operations functions, ideally within financial services
Knowledge of retail and commercial banking products
For further details and application information please visit our career site, search under reference number 0000A4TH
You'll achieve more when you join HSBC.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
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