HSBC Group

GCB 6

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

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. Here 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 in Singapore 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 combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create 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 Vice President, Customer Resolution.

Principal Responsibilities

In this role you will

• Complaint Handling: Manage the end-to-end process of complaint resolution, ensuring timely and fair outcomes for customers
• Investigation: Conduct in-depth investigations into serious customer complaints, collaborating with relevant departments to gather necessary information
• Customer Communication: Act as the primary point of contact for customers throughout the complaint process, providing clear and regular updates
• Escalation Management: Serve as the escalation point and subject matter expert for regulatory complaint investigations, ensuring that serious complaints are appropriately escalated to senior management or regulatory bodies as per policy guidelines
• Process Improvement: Identify trends in customer feedback to recommend and implement strategies aimed at reducing the volume and severity of future complaints
• Team Leadership: Provide support and coaching to the Customer Relations team, particularly in handling complex cases, and promote adherence to data standards, policies, and regulations

To be successful you will need

• Bachelor’s degree in business, Communication, Marketing, or a related field. Insurance knowledge is preferred
• Proven experience in customer relations within the banking or financial services industry
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions
• Excellent communication and interpersonal skills, capable of effectively interacting with customers and internal stakeholders
• Ability to work collaboratively in a team-oriented environment and influence others to achieve common objectives
• Well versed with regulatory requirements related to complaint handling in the financial services sector

To be considered for this role, the relevant rights to work in Singapore is required. 

When applying, please submit a full resume. Your local internal application policy should be followed. For more information you can visit HRDirect and search for content "SGP: Internal Job Application Criteria”.

Opening up a world of opportunity

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

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.