Job description
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.
HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific Region.
Our Employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.
Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.
We are currently seeking a high calibre professional to join our team as an Assistant Customer Relations Manager.
Principal Responsibilities
- 'Handle and resolve customer complaints from various channels strictly in accordance with internal and external requirements and have a strong sense to evaluate all possible risks and report special cases to Senior Management immediately for awareness
- Investigate the complaint’s root cause, suggest, and discuss with relevant stakeholders for remedial action on process improvement in order to accelerate customer experience
- Liaise with internal and external parties for thorough investigation of the complaints, propose resolutions to settle complaints and meet assigned complaint KPIs
- Drive and coordinate with relevant stakeholders on improvement initiatives by taking extra miles
- Conduct service quality assessments and provide training/coaching to monitor and maintain service standard
- Support the review of internal complaint handling guideline, and relevant procedures and preparation of management reports/ papers
Requirements
- Relevant working experience in insurance or banking industry is an advantage
- Strong analytical, logical, negotiation and problem solving skills
- Can-do attitude with positive & customer centric mindset
- Good communication and interpersonal skills
- Excellent written English and Chinese correspondence skills
- Good verbal communication in English, Cantonese and Mandarin
You’ll achieve more when you join HSBC.
http://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.
HSBCLIFE2024