We are currently seeking an experienced professional to join our Customer Experience Management team as the Vice President of Customer Service Recovery.

Job Introduction

The Vice President of Customer Service Recovery is a pivotal role responsible for overseeing and managing customer grievances and complaints within the retail banking segment. This role ensures adherence to regulatory guidelines, timely resolution of customer issues, and the maintenance of a robust grievance redressal mechanism. The VP acts as a key intermediary between the bank, regulatory bodies, and customers, aiming to enhance the customer service provision of HSBC.

Principal Responsibilities
Uphold the bank's reputation by fostering trust with customers and demonstrating a commitment to a customer-centric service setting.
Own the process to resolve customer complaints effectively to improve customer expereince.
Conduct root cause analysis of complaints to prevent reoccurrence and highlight issues at various forums.




Deliver fair outcomes for customers and ensure conduct maintains the orderly and transparent operation of financial markets.
Act as an internal voice of the customer, presenting areas of concern indicated by complaints to Senior Management.
Independently assess complaints and arrive at resolutions.
Collaborate closely with the customer care center /other units towards customer complaint resolution.
Foster a positive and empathetic culture within the organization and in communications with customers.
Engage with all support units to roll out processes to prevent reoccurrence of complaints.
Communicate and embed HSBC policy and procedures to ensure positive operational, financial, and project management, policy and procedural compliance, and early identification and effective resolution or escalation of issues.
Facilitate and monitor adherence to complaint guidelines.
Draft current policies and review existing ones, creating enablers for successful rollout of the

📌 Vp Customer Service Recovery Mumbai
🏢 HSBC Global Services
📍 Mumbai