AVP, Customer Segment Servicing

HSBC•Buffalo, NY

17d

About The Position

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.

Requirements

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

Responsibilities

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

Benefits

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 drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives.
You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC.
We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume