Senior Customer Relations Manager

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Customer Relations Manager.

Principal responsibilities

• 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 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
• Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks.
• Collect and report on customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints
• Share best practices of complaint handling with other customers facing colleagues
• Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
• Proactively instill HSBC core values and business principles

Requirements

• Bachelor’s Degree in Finance, business or related discipline;
• University degree in related discipline or relevant experience
• 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

Candidate with less relevant experience or skills may be offered a lower Global Carrer Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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.