Head of Events and Customer Experience, Broker - Huangpu, 中国 - HSBC

描述

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

We are currently seeking an experienced professional to join our team.

In this role, you will:

lDesign and execute clear workflow for event and communication management and continually review its process for the business change and efficiency.

lWork closely with the sales team based on the strategy of frontline marketing and overall Pinnacle frontline communication agenda in an effective and timely manner.

lDevelop and integrates appropriate business process into the distribution development workflow, including customer experience and channel issue with backend insurance processes.

lEnsure customer feedback is communicated with appropriate team members in a timely manner to improve customer service, product utilization and increase share of wallet, and customer complaints are responded professionally, efficiently and sympathetically within agreed service standards.

lIdentify issues/root causes and draw implications on business and service improvement as well as gaps and champion improvements in the ways of working so that we can provide superior service to customers and PWP to maximize performance of the distribution team.

lSupport sales & project execution teams to streamline process to drive end-to-end solutions to enhance customer centric delivery.

lEnsure detailed, accurate working records are properly documented, and can be easily accessed by authorized staff.

lResponsible for PWP onboarding experience, including building up and optimizing the onboarding process, and overall management of PWP onboarding across the cities.

lContribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

lSupport achievement of the HSBC vision, Values, goals and culture in personal behavior, actions and decision making.

lEnsure self and team activities comply with relevant legal and regulatory requirements and meets HSBC standards and procedures.

To be successful in the role, you should meet the following requirements:

lRelevant experience in event and communication management, or broad scope sales, marketing experience or operation experience in insurance industry

lAble to co-opt stakeholders and manage distribution demands

lStrong leadership quality in managing multiple variation in team members job scope and seniority profile

lStrong Microsoft application knowledge and Project management is a plus

lAble to work effectively under pressure with tight timeline

lExcellent command of Chinese and English