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.
Operations Shared Services (OSS) drives operations' performance standards, service excellence, and consistency across the Group and our Global Service Centres (GSCs). This central team oversees areas such as business intelligence, cost management, reporting, billing and regulatory compliance. In addition, through its GSC Capabilities team, they are responsible for enterprise-wide workforce management, location strategy, future skills, and group common services (AI, automation, and other strategic initiatives).
We are currently seeking a high calibre professional to join our team as an Assistant Manager, Quality Assurance (9 months fixed term contract).
Principal Responsibilities
In this role you will:
Conduct quality checks and monitoring on complaints handling and feedback
Compile and submit various MI reports and meeting decks to relevant regulatory and internal parties on regular and ad hoc basis
Conduct complaint trend and theme-based analysis to generate insights in identifying areas of improvement for Pension business. Review and monitor the service level of complaint handling to ensure compliance with the Group and the regulator’s standards
Develop and provide regular trainings to complaint handling staff
Develop and review the complaint handling procedures and protocols
Participate in complaint handling related projects or initiatives
Manage requests from audit and review activities
Provide administrative support to ensure efficient and smooth operations of Customer Care and Quality Assurance Team
Requisitos
To be successful you will:
Degree in Business Administration, Finance, or other relevant subjects
Experience in service quality, internal control and audit, management information analysis, and complaint handling is preferable.
Knowledge of MPF legislation and scheme administration process for MPF/ ORSO products
Good analytical skills with critical mindset.
Ability to work under tight schedule and maintain high quality deliverables
Strong interpersonal, communication (both verbal & written English and Chinese) and influencing skill
Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.