Tasks and responsibilities of the job holder may include the following:

• To develop a broad range of reporting external to our regulators on complaints, internal reporting on complaints / customer dissatisfaction and adhoc requests from across the business. This covers for example; executive report submissions, product manager MI, Global Standards, operational complaint handling MI, reasons for customer dissatisfaction.
• Be able to design and build new internal and external reporting across multiple brands in line with key business aims and strategy to provide the data, MI and reporting which supports our mission to improve customer satisfaction levels, complaint handling efficiencies, and provide clear visibility of reasons for customer dissatisfaction.
• Be able to interpret, analysis, join and clearly present multiple data sources e.g. complaints, feedback, survey results, customer data, social media to provide meaningful reporting and insights. Work alongside the Customer Service Insights team providing support and MI for the insights and RCAn work across brands.
• Champion and support change programmes building effective stakeholder networks within Customer Service and the wider business to drive changes in standards and the aspiration to consistently enhance service standards, evolving benchmarks for excellence.
• Continually assess, quantify and mitigate risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements. Be a subject matter expert on customer complaints across multiple brands.
• Work with, and influence stakeholders across the Bank through effectively communicating solutions and rationale to gain support.
• The ability to effectively plan and manage a large work runway through effective decision and prioritisation skills.

Requirements

• Experience working in relevant environment/s, i.e. reporting, analysis and data.
• Working knowledge of ETL processing and Data Wrangling, using tooling such as SAS EG, SAS DI, Teradata and Google BigQuery.
• Experience of cloud technologies such as GCP or AWS.
• Experience of data visualisation tools such as Qlik Sense/Tableau or Power Bi is desirable.
• A strong working knowledge of Microsoft products including Advanced VBA, Excel, Power BI and SharePoint.
• Proven ability to automate processes using Nintex Workflows, Windows/Linux command line and Python.
• Good understanding and experience of project management methodologies and productivity improvement tools such as Agile and Lean.
• Experience of creating and deploying reporting solutions which consistently deliver desired results.
• Advance statistical knowledge including ANOVA, moderation and regression analysis.
• Good problem-solving and analytical skills to spot trends, key drivers and know what questions to ask, data to analyse, to get behind the headlines.
• Proven experience of leading self and others to deliver excellent customer service and proactively look for innovative ways to improve the service delivered to your customer.
• Set and achieved challenging short, medium and long term goals which exceeded the standards in field.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same.
• Excellent planning and prioritisation skills with a sound understanding of the current bank / business strategy together with understanding external regulatory requirements in the complaints field.

This is a WFH role.

At HSBC, we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

HSBC is 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. 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.