Customer Onboarding Manager

Customer Onboarding Manager, Jersey

Some careers shine brighter than others.

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.  

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages

We are currently seeking an experienced individual to join this team in the role of Customer Onboarding Manager

HSBC Channel Islands and Isle of Man (CIIOM) business supports both international expatriate clients (HSBC Expat) and local customers across the Channel Islands and Isle of Man. This role is an opportunity to become a key member of the International and Propositions team part of the wider Customer International and Marketing team. based in Jersey, Channel Islands.

The role holder will be responsible for all aspects of the International and domestic business customer onboarding process and will drive the ongoing development, enhancement and implementation of a compelling onboarding experience that supports our business strategy and grow customer engagement and satisfaction.

In this role, your responsibilities will include:

• Leading and driving strategic onboarding initiatives, managing key stakeholders across business functions to meet business objectives and ensuring that all aspects of the onboarding process complies with local regulations, HSBC group policies and internal procedures.
• Understanding the customer journey across channels to spot issues and streamlining opportunities within the current customer experience. Driving innovation from what our customers are telling us, using a variety of analysis/ problem solving techniques.
• Act as a change agent for customer experience and undertaking root cause analysis, using all sources of feedback for e.g. complaints, customer insight tools, reporting key customer insight.

• Working closely with Group colleagues within the International team to significantly grow the Expat business and tap into the 280k International customer population
• Proactively analysing and measuring the effectiveness of existing business processes and developing sustainable and quantifiable improvements that will increase our customer satisfaction.
• Ownership, management of the FRP for NtB acquisition and managing existing customer stock/attrition

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

• Relevant product knowledge including knowledge of onboarding or proposition management experience.
• Experience working in relevant environment/s, i.e. project management experience is desirable but not essential.
• Proven planning and organisation skills with ability to balance multiple work streams.

• Ability to interpret diverse management information and use effectively to tell a customer focused story.

• A desire to find ways to continually improve the service delivered to customers, generate innovative solutions to drive customer focused strategies and define service standards.

• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences. Strong presentation, communication and influencing skills required.

Continue to grow with our internal opportunities.

This role is based in jersey.

For further details and application information please click “Apply” 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500