AVP, Customer Segment Servicing

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an AVP in Client Segment Servicing, you will play a pivotal role in shaping and executing strategies that drive portfolio management, client engagement, and service excellence across all segments. Leveraging your strategic mindset and analytical expertise, you will synthesize complex information, analyze trends, and guide decision-making to deliver impactful outcomes for both clients and the business.

You will focus on optimizing customer servicing strategy and experience through continuous improvement initiatives, while developing and upholding high servicing standards to ensure consistent, best-in-class client outcomes. Collaboration is central to this role—you will work closely with business teams, technology, compliance, and operations to align local and global strategies. Your accountability extends to effective stakeholder management and rigorous compliance, supporting business growth, resilience, and regulatory adherence.

As our AVP, Client Segment Servicing you will:

• Support the execution of International Wealth and Premier Banking (IWPB) strategies by driving portfolio management, client engagement, and service strategy excellence across all client segments
• Contribute to the development and implementation of customer-centric solutions by supporting journey reviews, gathering feedback, and identifying opportunities to reduce risk and improve efficiency for service enhancements
• Help maintain optimal servicing models and consistent standards through data collection, reporting, and process documentation, ensuring alignment with proposition pillars and customer insights
• Track and analyze client engagement metrics, business trends, and Net Promoter Score (NPS) results to identify opportunities, risks, and areas for improvement
• Collaborate closely with Customer Experience, Marketing, Product, Technology, Compliance, Operations, and other teams to coordinate activities that deliver seamless client experiences aligned with local and global strategies
• Embrace Agile values and principles by participating in collaborative sessions, adapting to change, and supporting continuous improvement efforts
• Ensure adherence to regulatory requirements, particularly for cross-border activities, by maintaining accurate records and assisting with timely risk mitigation

You´ll likely have the following qualifications to succeed in this role:

• Experience in banking, wealth management, customer service, or operations, with strong analytical and data reporting skills
• Strategic thinker with a customer-first mindset, skilled in developing and mapping customer journeys to enhance engagement and service delivery
• Excellent communication and interpersonal skills, with a customer-focused mindset and commitment to delivering exceptional service
• Familiarity with Net Promoter Score (NPS) methodologies, client feedback analysis, and performance monitoring
• Understanding of regulatory requirements and compliance, especially in cross-border activities, with experience supporting process improvement or automation initiatives
• Ability to collaborate effectively in cross-functional teams, embrace Agile principles, and proactively pursue professional development

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to…