Assistant Manager Customer Complaints

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Business Descriptor

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments.  The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction. 

Job Profile

AM Complaint quality Assurance to funcion in line with the WPB Complaint Handling Quality Assurance Guidelines which provides a framework for conducting the Quality Assurnce (QA) of classification of customer communications, complaints identification and handling complaints. This provides assurance that customers receive a fair outcome, and their complaint is fully investigated. In addition, it ensures all complaints being identified and resolved have followed the correct procedures whilst ensuring regulatory requirements are fulfilled.

Tasks and responsibilities of the job holder may include the following:

• Classification of Customer Communication: Identify potential gaps or risks in the classification of customer communications at WPB contat centre by listening to the customer calls. Ensure agents are following the categorization of customer conversations as complaints, suggestions or queries are executed by the contact centre executives strictly in line with  the bank defined guidelines:

• Ensure customers receive the right outcome: The quality of the decision made during the customer communication and the customer outcome conclusion, i.e. was it fair, clear and not misleading; the appropriateness of the classification in line with the guidelines.

• Quality Assurance reporting and governance :

Quality monitoring results should be reported to senior management on a quartelry basis in the Complaint Management forum and also be presented quarterly basis at the Customer Service Comitte of the Exco.

• Improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints to identify and report complaints and other customer feedback trends which indicate where services or processes need review

Certifications, Qualifications & Experience

• Graduate with 1-3 years of experience in service industry/retail sector/customer service roles
• Excellent communication and inter-personal skills
• Attributes required for the job holder would include:   High Motivation Level and Good analytical skills
• Ability to collaborate with multiple stakeholders to achieve a common objective
• Analytical ability, project management, communication and negotiation skills
• Creativity to adopt and migrate concepts within available resources
• Knowledge of contact centre systems and quality monitoring tools will be an added advantage.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India