Vice President - Client Services

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 issues—spanning process inefficiencies, technology/tooling pain points, behavioural drivers, and capability gaps—often 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 Framework—ensuring 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 they’re 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 journey—especially 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 management—able 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 style—builds alignment across diverse teams and geographies. Comfortable challenging the status quo while maintaining strong partnerships.

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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.”

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