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Senior International Customer and Frontline Experience Manager - Wealth Management
May 10, 2019
Some careers have more impact than others. If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.
HSBC Wealth Management leads the Asia-Pacific implementation of our global strategy to deliver world-class solutions to retail and private clients seeking to grow, protect, preserve or transfer their wealth. This involves the development and management of needs-based solutions covering foreign exchange, deposit, investment, insurance and financing products, as well as the provision of suitable market insights and updates, financial planning and advisory services.
We are currently seeking a high caliber professional to join our team as Senior International Customer and Frontline Experience Manager.
Create and drive effective frontline engagement strategy to support achievement of business outcomes in relation to international customer growth through enabling levers such as training, staff communciations and support, incentives and recognition programmes and collaboration tools
Identify and evaluate current pain points of frontline through research, analyzing data and continuous outreach, and lead implementation of policy, process, system changes to resolve in orde1,309,105r to uplift frontline ability to better serve international customers with a view to acquire new relationships and deepen existing relationships
Consult with market business leads to scope and implement supportive initiatives to enable and inspire frontline teams
Lead Information Technology and Transformation teams to improve functionalities and embed effective use of frontline tools such as Global Customer Directory
Delivers activity with integrity in business relationships, providing clear, candid, honest and rational input with a focus on solutions
Champions advocacy, and is aware of employee sentiment and the impact on decision making through a practical understanding of issues on the ground
Work in a facilitative manner in the matrix to build capability in progressing objectives, but does not lose sight of the key outcomes
Report progress, issues, dependencies and risks to the relevant governance forum and make recommendations to influence decision making in order to maintain progress towards delivery and benefits realization
Determine appropriate project staffing and associated responsibilities. Set high expectations concerning quality and put in place quality assurance processes
Experience in Retail Banking and Wealth Management
Exposure and previous experience with multi culture and multi geography programme management
Strong product management or sales distribution experience
Experience of working with Channels, Learning, Employee Comms, Compliance, Legal preferred
Strong organizational skills with ability to mobilize and deliver multiple complex change projects
Customer and people centric with great attention to details that makes difference on customer and people experience, empathy in always seeking to understand someone's struggle and bias for action to impact change
Excellent relationship building and with strong interpersonal and communication skills
Results oriented with high performance standard
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.
Internal Number: 5851197
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