Head of Customer Advocacy, Retail Banking and Wealth Management.

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 Job Description - Head of Customer Advocacy, Retail Banking and Wealth Management. (0000CEF0)

Job Description 

Head of Customer Advocacy, Retail Banking and Wealth Management. : 0000CEF0 


 Some careers have more impact than others.   If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.   Retail Banking and Wealth Management (RBWM) serves millions of 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 Head of Customer Advocacy, reporting into the Australia Head of RBWM. It has direct accountability for ensuring we drive the customer voice through the organisation to enhance the customer experience and to ensure that customer considerations are paramount in decision making.  You will be responsible for the management and analysis of customer complaints as well as enhancing the customer experience based on data driven conclusions and actionable insights.
Your main responsibilities in this role would include:  
  • Drive key ’voice of customer’ initiatives throughout the organisation with the ultimate goal of enhancing customer satisfaction and positively moving customer loyalty.
  • Analyse customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues as well as development and implementation of recommendations for addressing them.
  • Drive the customer complaints strategy and  manage the end to end process for complaints within the market.
  • Working across other RBWM areas to drive the design and implementation of a customer centric business.
  • Identify and remedy areas of dissatisfaction for customers.
  • Produce actionable reports for RBWM to identify both current and potential risks, deliver fairness and ensure material issues impacting on the Bank’s delivery of the TBM are being addressed.


 To be successful in this role, you will need:  
  • Minimum of ten years proven and progressive experience in related fields.
  • Minimum of a bachelor’s degree in business, related field or equivalent experience.
  • Strong knowledge of the customer service concept and its impact on customer relationships.
  • Proven track record of communicating effectively within the organisation, customer groups and industry regulatory bodies.
  • Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
  • Ability to lead a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organisation.
  • Strong ability to credibly interact with senior management and external bodies. 
You’ll achieve more when you join HSBC. www.hsbc.com/careers    About Us   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 where employees can bring their whole selves to work. We are committed to achieving a diverse workforce and strongly encourage applications from people of all gender identities, ages, Aboriginal and Torres Strait Islander communities and individuals of all abilities.   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 HSBC Bank Australia Limited. #LI-AS1 

Job Field

 : Retail / Branch Banking

Primary Location

 : Asia Pacific-Australia-New South Wales-Sydney


 : Full-time 


 : Day JobType of Vacancy : Country vacancy

Job Posting

 : 10-Jan-2019, 12:52:43 

Unposting Date

 : 25-Jan-2019, 21:59:00  

12 January 2019
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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