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Friday, 7 November 2008
Local Manager Heads HSBC Taipan Branch
HSBC Taipan branch manager Suresh Kumar
1. When were you posted to HSBC Taipan branch? Tell us a little bit more about where you
were last posted and what you did
I was posted to Taipan Branch towards end-May. Prior to this, I was based in the Southern
Region – Branch Manager of our Johor Bahru branch.
2. I understand your family has been staying in USJ for some years now. Please tell us more.
We have been staying in SS19, Subang Jaya, since 1995. The children are schooling around
SS14 area. Subang Jaya is a great community to live in and we can’t imagine ourselves
staying anywhere else as we seem to have everything we need around here.
3. Being the "face" of HSBC in this community, what are your goals to be achieved here.
The surrounding neighbourhood is an important market for HSBC and will continue to be
significant. We try to provide a different level of service at our branches with the aim to
bring customer experience and satisfaction to a higher level and to develop a closer
relationship with our customers. In HSBC, we offer customers an enhanced banking
experience, in line with our high service standards.
4. How are you reaching out "The World's Local Bank" in Subang Jaya?
HSBC believes in giving back to its community, and community investment is one of the
areas in our Corporate Sustainability initiatives.
Some of the initiatives that the branch has been involved include assistance in organising a
sports event for Sekolah Rendah Sri Subang Jaya; organised games and donated books to
Pusat Jagaan Ambesivam - an orphanage in Klang. We have also conducted a book drive
where we received about 500 books. These books were subsequently donated to some
school libraries and needy students. Recently we have participated in the Fun Walk
organised by the Residents Association, which we saw some 3000 residents turnout.
5. What are HSBC's customers to you and the bank? How do you extend that to existing and
new customers?
Branch customers play an important role in giving us feedback on our existing products
and services. Their continuous support has allowed our business to grow and mature.
Giving them the best and meeting their demands are our priority.
At HSBC, we always strive to provide the best services to our customers in meeting their
needs and aim towards being ‘the preferred Bank” in providing tailored financial solutions.
Customers will experience distinctive service, with their needs met in a pleasant, conducive,
comfortable and convenient environment.
6. Tell us more about what HSBC USJ10 branch offers.
Aimed to provide customers with tailored financial solutions, we now have dedicated
Customer Service Bankers, or the CSBs, within the branch. The CSBs are able to assist in
both personal and commercial customers on their specific financial needs. With their
extensive and intensive training, the CSBs are a one-stop centre in the branch for all
customer enquiries and service transactions, all given on a personalised and efficient
manner. They are also capable to advise customers on our financial services and products
to best benefit the customers, based on their personal lifestyle or business requirements
7. What's your take on "Service With a Smile"? How far do you extend this to customers?
In line with our desire to provide excellent service and customer satisfaction, we want our
customers to be able to conduct their business in a pleasant and conducive environment.
The personal touch, prompt, accurate and efficient service, heightens the customers delight
when engaging services at our branches. Customer care and customer experience require
the right atmosphere and ambience, befitting the customers status and segment of our
business.
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