HSBC Malaysia

Delivering the global brand locally by taking a systems approach.

Contributors

Paul Stewart
Leah McKerrow
Jes Smith

Sector

Financial Services

Financial Services

Organisation

HSBC Malaysia

5,000+ employees

Malaysia

Focus

Customer Experience Strategy, Executive and senior leader engagement and alignment, Brand engagement, Service Programme, Culture change

The challenge

Our approach

HSBC Malaysia
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"ON-Brand’s partnership with our senior leadership team is invaluable; it is making our overall business strategy come alive."

Ian Ogilvie

Deputy CEO

HSBC Malaysia

HSBC logo

The results

+7%

Net profit up 7%

59%

Customer wait times down 59%

93%

Error rate down 93%

7000

7000 Improvement ideas implemented within 1 year

Excited by what we've achieved?

We have deep experience creating value, improving business performance, exciting and engaging people from diverse sectors and organisations worldwide. Let's have a chat to learn about the challenges you are facing.

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