Vice President - Customer Support

Job Summary 

We are seeking a strategic and operationally astute individual to lead the customer service function for HSBC’s retail broking business (HISL). As we scale our digital-first broking platform, this leader will be responsible for building and managing a world-class support ecosystem that blends high-touch service with efficient, tech-driven solutions.

The ideal candidate will bridge the gap between complex financial market operations and seamless customer experience (CX). You will act as the primary custodian of client trust, ensuring that every interaction—from account opening to trade dispute resolution—is handled with precision, empathay, and strict regulatory compliance.

Core Responsibilities & Duties 

Strategic Leadership & CX Architecture

• Service Strategy: Define and execute the customer support roadmap for the retail broking business, aligning service delivery with HISL’s growth targets and brand values.
• Voice of Customer (VoC): Establish feedback loops between Support, Product, and Tech teams. Translate client pain points (e.g., app glitches, login issues) into actionable product improvements.
• Digital Transformation: Champion the shift from "support" to "success" by optimizing self-service channels (AI chatbots, Help Centers, IVR) to reduce ticket volume while maintaining high CSAT.

Operations Management & Service Delivery

• Contact Center Operations: Oversee the daily operations of multi-channel support teams (Voice, Email, Chat, Social Media). Ensure strict adherence to TATs (Turnaround Times) and SLAs.
• Trade & Tech Support: Manage specialized support desks for critical issues, including:
  • Login/Trading Platform technical difficulties.
  • Order execution disputes and contract note queries.
  • Funds pay-in/pay-out and ledger reconciliation issues.
• Crisis Management: Act as the escalation point for critical service outages (e.g., exchange connectivity issues) and manage proactive client communication during downtime.

Regulatory Compliance & Grievance Redressal:

• SEBI & Exchange Compliance: Ensure the support function complies strictly with relevant SEBI guidelines and Circulars regarding investor grievances.
• Grievance Officer Role: Oversee the management of the SEBI SCORES portal and Exchange grievance mechanisms. Ensure all regulatory complaints are resolved within the stipulated time to avoid penalty points.
• Audit Readiness: Maintain robust records of client communications (call recordings, email logs) for internal audits and regulatory inspections. 

Team Management & Capability Building

• Talent Development: Recruit, mentor, and retain a high-performing team of support leads and associates.
• Training: Ensure the team is trained not just on soft skills, but on technical financial market concepts (Derivatives, Margin Trading, Pledging) and NISM regulatory requirements.

Qualifications, Certifications & Experience 

• Education: Master’s degree (MBA or equivalent) from a recognized university.  
• Experience:
  • 12-15+ years of total experience in Customer Service / Operations.
  • Minimum 5-7 years in the BFSI sector, specifically within Stock Broking, Wealth Management, or Fintech.
• Domain Knowledge:
  • Deep understanding of the Indian Equity & Derivatives markets (Cash, F&O).
  • Thorough knowledge of KYC norms (KRA/CKYC), demat & trading operations, settlement/clearing processes, reporting & other regulatory requirements
  • Proven experience managing SEBI SCORES and regulatory escalations.

Preferred Skills & Competencies 

• Certifications:
  • NISM-Series-VII: Securities Operations and Risk Management (Highly Preferred).
  • NISM-Series-VIII: Equity Derivatives Certification (Advantageous).
• Technical Proficiency:
  • Hands-on experience with CRM tools (Salesforce, Zoho, Microsoft Dynamics).
  • Familiarity with contact center telephony systems (Avaya, Genesys) and ticketing platforms (Freshdesk, Zendesk).
• Analytical Skills: Ability to use data analytics to track KPIs (NPS, FCR, AHT) and drive operational efficiency.
• Soft Skills: exceptional stakeholder management, crisis communication, and the ability to remain calm under high-pressure market conditions.

Employment Type: Full-time, Permanent 

You’ll achieve more at HSBC.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India