Vice President Client Services
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Job Summary
Job Title:Vice President - Client Services - CIB COO
The Client Experience Lead will drive a consistent high-quality client experience across CMO client-facing interactions. This role is accountable for maintaining strengthening and continuously improving the existing Quality and Training Framework and for identifying and resolving the root causes of client experience issuesspanning process inefficiencies technology/tooling pain points behavioural drivers and capability gapsoften requiring close partnership with upstream and downstream internal teams.
In this role you will:
- Own the ongoing effectiveness of the existing Client Experience Quality Assurance (QA) and Training Frameworkensuring it remains current practical and consistently applied. Review and enhance service quality standards (e.g. responsiveness accuracy ownership clarity of communication complaint handling escalation discipline) and ensure theyre embedded in day-to-day ways of working. Sampling approach scorecards and evaluation criteria. Calibration routines to ensure scoring consistency across reviewers/teams. Coaching loops and action tracking to drive measurable improvement
- Trend analysis to identify systemic issues vs. individual coaching needs. Onboarding and role-based learning pathways. Refresher training and targeted micro-learning based on QA/VOC insights. Knowledge management (playbooks templates FAQs) to reduce variation and rework. Partner with team leads and SMEs to build a culture of client-centric behaviours and first-time-right execution. Ensure QA and training remain aligned to relevant risk and control expectations (e.g. conduct data handling complaints record keeping) working with appropriate stakeholders.
- Establish a structured approach to identify friction points using VOC insights complaints themes QA findings operational MI and colleague feedback.. Inefficient or inconsistent processes and handoffs. Upstream/downstream dependencies causing delays or rework. Technology/tooling gaps usability issues and workarounds. Unclear ownership escalation paths or decision rights
- Behavioural and capability gaps impacting service quality. Lead root cause analysis and translate findings into actionable remediation plans (quick wins and longer-term fixes) with clear owners timelines and benefits. Drive cross-functional delivery with internal partner teams (e.g. Operations Technology Product Change Risk/Compliance) to implement improvements and prevent recurrence. Track outcomes and benefits (e.g. reduced repeat contacts improved turnaround times fewer complaints/escalations improved QA scores). Act as a key partner to CMO leadership providing clear insight on service performance risks and improvement priorities.
- Influence across multiple internal teams and locations to remove friction in the end-to-end client journeyespecially where issues originate upstream or downstream. Run effective governance routines (e.g. monthly client experience forum / quality council) to maintain momentum escalate blockers and drive accountability. Produce concise decision-ready updates for senior stakeholders (themes impact recommendations progress). Success measures. Improved client experience outcomes (e.g. complaint volumes/severity positive feedback themes reduced escalations).
- Service quality uplift (QA scores improved first-time-right reduced repeat contacts). Reduced turnaround times and rework through process simplification and clearer handoffs. Training effectiveness (completion accreditation measurable uplift in QA/VOC outcomes). Delivery of a prioritised remediation roadmap with evidenced benefits and sustained controls.
To be successful you will:
- Strong experience in client experience service quality/QA training enablement or operational excellence in a complex regulated environment. Demonstrated ability to improve and embed existing frameworks (not just design them) driving adoption and measurable outcomes.
- Proven capability in root cause analysis and process improvement; able to separate symptoms from systemic drivers. Strong stakeholder managementable to influence partner teams to fix upstream/downstream issues impacting clients.
- Data-driven approach: comfortable using MI to prioritise work and track benefits. Clear communicator with strong coaching skills; able to challenge constructively and build capability.
- Experience with VOC/complaints analytics journey mapping service design or continuous improvement methodologies (Lean/Six Sigma).
- Change delivery experience (agile/iterative delivery benefits tracking). Familiarity with interaction monitoring and calibration best practice.
- Client-first mindset with a practical fix what matters approach. High ownership and follow-through; balances pace with quality and control. Inclusive collaborative stylebuilds alignment across diverse teams and geographies. Comfortable challenging the status quo while maintaining strong partnerships.
achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status etc. We consider all applications based on merit and suitability to the role.
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 Electronic Data Processing (India) Private LTD***
Required Experience:
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About Company
HSBC Holdings plc is a British multinational investment bank and financial services holding company. It was the 7th largest bank in the world by 2018, and the largest in Europe, with total assets of US$2.558 trillion.
