HSBC Group

GCB 5

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Wealth and Personal Banking (WPB) 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. Wealth and Personal Banking has 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.

Principal Responsibilities

• Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
• Improve frontline service quality and complaint handling skills
• Share best practice with other customer facing units
• Proactively instil HSBC core values and business principles
• Build a highly motivated and engaged team and develop them to reach their individual potential
• Maintain service excellence and effectiveness in professional handling of customer response
• Recommend practical and effective service recovery action to improve customer satisfaction and recommendations
• Improve frontline service quality and complaint handling skills
• Undertake speedy actions to minimize the impact of major incidents affecting Wealth and Personal Banking

• Established customer service and communication experience
• Totally customer focused mindset and good commercial orientation
• High degree of personal drive and resilience
• Excellent written and verbal communication skills, fluent in English, Cantonese and Putonghua
• University degree in a relevant discipline

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

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.