VP Customer Service recovery

We are currently seeking an experienced professional to join our Customer Experience Management team as the Vice President of Customer Service Recovery.

Job Introduction

The Vice President of Customer Service Recovery is a pivotal role responsible for overseeing and managing customer grievances and complaints within the retail banking segment. This role ensures adherence to regulatory guidelines, timely resolution of customer issues, and the maintenance of a robust grievance redressal mechanism. The VP acts as a key intermediary between the bank, regulatory bodies, and customers, aiming to enhance the customer service provision of HSBC.

Principal Responsibilities

• Uphold the bank's reputation by fostering trust with customers and demonstrating a commitment to a customer-centric service environment.
• Own the process to resolve customer complaints effectively to improve customer expereince.
• Conduct root cause analysis of complaints to prevent reoccurrence and highlight issues at various forums.
• Deliver fair outcomes for customers and ensure conduct maintains the orderly and transparent operation of financial markets.
• Act as an internal voice of the customer, presenting areas of concern indicated by complaints to Senior Management.
• Independently assess complaints and arrive at resolutions.
• Collaborate closely with the customer care center /other units towards customer complaint resolution.
• Foster a positive and empathetic culture within the organization and in communications with customers.
• Engage with all support units to roll out processes to prevent reoccurrence of complaints.
• Communicate and embed HSBC policy and procedures to ensure good operational, financial, and project management, policy and procedural compliance, and early identification and effective resolution or escalation of issues.
• Facilitate and monitor adherence to complaint guidelines.
• Draft new policies and review existing ones, creating enablers for successful rollout of these guidelines.
• Assist in conceptualizing training and support various WPB touchpoints.
• Track high-risk complaints, ensuring they are treated with priority and closed within accepted standards.
• Remain alert and promptly report any breaches or potential breaches to the appropriate authorities.
• Oversee data protection, service level agreements, and undertake annual vendor risk assessments for outsourced activities from an AML and Sanction Perspective.
• Engage effectively with regulatory bodies and respond to them within laid down timelines.
• Implement complaint handling guidelines aligned to FIM effectively.

Role Requirements / Education Qualifications / Certifications / Experience:

• Bachelor’s degree in Law, Finance, Commerce Economics, Business Administration, or a related discipline.
• 10+ years of progressive experience in customer experience, Customer facing/managing roles ,governance, etc
• Demonstrated success in leading cross-functional or governance projects across large, complex teams.
• Proven expertise in policy formulation, risk assessment, and control implementation.
• Experience in stakeholder management, particularly with department heads and 2LODs/Stakeholders
• Strong background in escalation management, grievance redressal frameworks, and audit readiness.
• Familiarity with sector-specific regulatory frameworks.
• Track record of driving organizational compliance culture and influencing policy change.

Attributes required for the job holder would include:

• Ability to collaborate with multiple stakeholders to achieve a common objective.
• Analytical ability, project management, communication, and negotiation skills.
• Creativity to adopt and migrate concepts within available resources.