HSBC Group

GCB 5

Some careers shine brighter than others

If you’re looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a Senior Customer Relations Manager.

Principal Responsibilities

• Support strategy formulation and planning of learning and development for complaint handling staff and other functional units of Customer Relations 
• Develop and deliver comprehensive staff training and coaching programmes for new complaint handlers as well as reinforcement sessions for existing complaint handling teams to ensure respective job competence of the team
• Organize activities with customer journey owners, product/channel experts and risk stewards to build and refresh job knowledge of CR colleagues including complaint handlers, complaint handling supporters and SME team
• Develop and conduct complaint handling best practices and service culture sharing activities to wider WPB frontlines including branches and CCRC that handle complaints and negative feedback of customers
• Support of handling high priority and complex complaint cases for driving timely and quality resolutions to customers concerned
• Coordinate with stakeholders and take an active role in driving complaint handling process streamlining activities for enhancing work efficiency and quality of work
• Participate in relevant workgroups of CR projects to contribute inputs for improving customer experience, risk management and contribution to financial goals of the team
• Support of organizing staff engagement activities for building high team morale, strong work collaboration and staff recognition culture

• University degree in a related discipline or relevant experience
• Minimum of 5 years work experience in financial institutions including good exposure to complaint handling tasks and customer facing activities
• Familiar with retail and wealth management products and related operations preferred
• Good presentation and analytical skills, able to plan and organize complex tasks
• Good written and verbal communications ability including fluent in English, Cantonese and Putonghua
• Possessing a customer centric mindset and able to work independently with a positive and collaborative attitude

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.