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Customer Servicing and Operations Lead UK & Europe

Office location can be London or Leeds

The Opportunity:

We are looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast evolving industry. You should be passionate about approaching things differently, while operating like a fintech within a bank. We are not looking for superpowers - we are looking for knowledge, enthusiasm and the right attitude to deliver our global initiative in a lean way.

We are building a new strategic digital business backed by a Global Bank, with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world. With a global footprint, they serve more than 50 million customers worldwide with a complete range of banking and wealth management services, enabling customers to manage their finances and protect and build their financial futures.

Purpose:

As part of our global expansion, we are looking for an experienced Customer Service Lead in the UK to cover UK & Europe.

What you’ll be doing

Regional focus -

• Design and execute the venture’s service strategy internally and externally across UK & Europe in alignment with our global strategic goals
• Lead customer service operations for all markets in UK & Europe, achieving agreed goals for service quality and related metrics to ensure world-class intuitive, consistent, simple and relevant customer experiences across all channels
• Develop and manage the relationship with the our BPO partner, having accountability for the performance of the outsourcer, and acting as the primary contact point for the regional relationship
• Establish relationships with market leaders and support teams in each market to ensure expectations are met across all aspects of service operations
• Ensure all necessary operational procedures, governance, reporting and conduct are successfully managed in accordance with each market’s Regulator and regulatory bodies
• Be relevant and in tune with regional customer trends by designing and refining world class digital / mobile first customer service propositions and tailoring the offering to increasingly self-service oriented / tech savvy customer segments across UK & Europe European regulated business
• Be the focal point of contact from a regulatory perspective for customer services, operations and complaints for the regulated businesses in UK & Europe
• Be the named individual to address any queries or complaints from customers
• All other responsibilities outlined from regional level are also applicable in the UK & EU market

What you’ll need

• Proven track record and relevant leadership experience in a global customer-focused, contact centre, mobile, propositions and / or products environment
• Experience of identifying and integrating customer propositional or product design across a global contact centre business, utilising design thinking and iterative design
• Broad knowledge and understanding of the European region, including distinct needs, regulatory requirements, and cultural preferences
• Hands-on mobile knowledge in building data fuelled and hyper personalised customer-centric experiences and propositions
• Substantial experience working with proposition owners and IT development resources to deliver an online, multi-channel customer experience for a global brand that meets user expectations
• Experience in setting up and managing BPO operations
• Knowledge and expertise on digital sales and marketing content strategy, as well as international and external cross industry connectivity to support the origination and activation of customers
• Strong results orientation and performance management success with evidence of business development and entrepreneurship

Even better if you have:

• Ability to demonstrate actions and an understanding in working in the best interests of the customer
• Excellent written and oral communication skills, including effective presentation and coaching
• Excellent relationship management and diplomacy skills, ability to influence and negotiate effectively
• Skilled decision maker, able to stand firm and show necessary flexibility where required

If you've got the passion and dedication to help us go the distance - join us to make a global impact!

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you