Assistant Vice President Service Culture Transformation

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Business Descriptor

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth.

The role of ‘Associate Vice President – Service Culture Transformation’ is positioned as a customer-outcome focused role, a critical enabler of HSBC India’s ambition to deliver consistently high-quality service experiences across channels. The role holder will lead the operationalization and day-to-day execution of key service culture and customer experience initiatives, with a strong focus on frontline enablement, responsiveness discipline, and governance-driven resolution of customer and frontline pain points.

This is a central enablement role, designed to bridge frontline insights with product, operations, service and learning teams, ensuring feedback is converted into prioritized actions, measurable service improvements, and sustained behavioral change.

Key Responsibilities

The role holder is responsible for driving the Service Culture Program across IWPB, bring in relevant feedback to improve the program to enable frontline teams to deliver improved customer experience. Some of the key initiatives are:-

1) Own and scale IWPB Academy: 

Act as end-to-end business owner for First Stride, ensuring the 14-day onboarding programme consistently builds “day‑1 readiness” in banking fundamentals, products and service culture.
Partner with HR/L&D, Wealth, IWPB frontline and relevant support teams to standardize delivery, remove bottlenecks, and keep quality high across markets/sites.
Define success metrics (completion, confidence uplift, early performance indicators) and continuously improve the content based on colleague and customer outcomes.

2) Build accountability on Responsiveness:-

Track Responsiveness and service performance through KPIs, customer feedback and service benchmarks.
Drive and improve initiatives like the ‘Clearing House’ call, ‘Ask the Experts’ and ‘Responsiveness Summit’ to ensure that responsiveness is driven and implemented across IWPB.
Drive behavioral adoption through coaching, nudges, and reinforcement mechanisms so that responsiveness becomes part of how IWPB operates.

3) Run and evolve Customer First Club (CFC) to reinforce customer-first behaviors:-

Own CFC as a “people-led platform” that recognizes and reinforces customer-first behaviors, turning the customer promise into everyday actions (ownership, empathy, accountability).
Help to embed customer-first thinking at scale, reduce behaviour-driven escalations, enable faster, first-time-right resolutions, and strengthen trust via consistent experiences.

4) Customer Experience Support (NPS): Support frontline with queries related to Interaction and Relationship Net Promoter Scores (NPS), Closed Loop Feedback process, and issues related to the reporting platform, ensuring timely guidance and accurate resolution/escalation.

Requirements

Understanding and experience of working in a Bank, NBFC or in a financial institute working with customer experience, service excellence, transformation, governance routines, or frontline enablement

MBA from a reputed institute preferred.
Strong analytical and problem-solving skills
Demonstrate behaviors consistent with HSBC Values
Good communication skills
Industry and sector knowledge
Excellent interpersonal skills
Presentation, Data management and reporting/MIS skills
Planning and organizing skills

Pro-tip : Familiarity with AI-enabled tools is an advantage.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India