Some careers have more impact than others. If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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.
Wealth and Personal Banking (WPB) Hong Kong helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.
We are currently seeking a high calibre professional to join our team as a
Senior Customer Relations Manager.
In this role you will: - Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned
- Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the bank's integrity and good reputation
- Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
- Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
- Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and pre-empt customer complaints
- Share best practices of complaint handling with other customer facing colleagues
- Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
- Proactively instil HSBC core values and business principles
To be successful you will need: - University degree in a related discipline or relevant experience
- Solid work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience
- Familiar with retail and wealth management products and services plus and related operations preferred
- Customer centric mindset, strong business sense plus positive and sincere work attitude
- High degree of personal drive and resilience
- Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to ( Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks ).
Opening up a world of opportunity
www.hsbc.com/careers 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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