Senior Specialist, Learning & Development, Customer Care - HSBC Life

Singapore, Singapore
24 Nov 2022
27 Nov 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Job description

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Senior Specialist, Learning & Development, Customer Care.

Principal Responsibilities
  • Develop and conduct Training program for new hires and existing staff (e.g. Orientation, product training, systems training, soft-skills trainings, in-house training, etc.) including knowledge and performance assessments
  • Periodically evaluate training materials to ensure materials are up to date for every training program
  • Develop and implements Standard Operating Procedure manuals for consistent service delivery and increased productivity
  • Conduct regular reviews of Standard Operating Procedure manuals
  • Evaluate individual staff performance through regular quality audits to ensure all customer interactions meet professional, quality and compliance guidelines
  • Conduct regular call sharing with staff to ensure alignment of best practices and high service standards
  • Coach staff individually with focus on improving service delivery and increasing customer scope results
  • Develop call scripts and email/communication templates to standardize customer service and improve customer interactions
  • Assist with Quality Assessment Calibration session with Team Leaders and Managers to ensure standardization of auditing and excellent customer satisfaction
  • Work with Operations and Complaints Unit on complaints/feedback with regard to staff product knowledge/soft skills, processes and close gaps to improve service quality
  • Track and ensure required CPD training hours for all staff are fulfilled
  • Promote, support and leverage resources and tools to enhance workflow efficiency and improve the overall customer service experience
  • Any other tasks or projects as assigned by the Reporting Manager and Customer Care Manager

  • A recognised diploma/degree
  • Professional insurance certifications preferred (BCP, PGI, ComGI, HI, M5 and M9)
  • Minimum 5 years of working experience in the Insurance industry
  • Previous training experience is preferred
  • Committed, self-disciplined, Customer Service oriented, able to multi task with an eye for details
  • Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment
  • Good learning attitude, analytical, problem solving and with good time management skills
  • Excellent interpersonal and communication skills with an ability to write well
  • Proficient in MS Office and computer systems
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role, please contact the recruiter for this role.

To be considered for this role, the relevant rights to work in Singapore is required.

You'll achieve more when you join 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.
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