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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 solid 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 s

📌 Assistant Vice President Service Culture Transformation (Mumbai)
🏢 HSBC
📍 Mumbai