HSBC Group

GCB 6

Some careers open more doors than others.

If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

HSBC Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Channel Management.

Principal Responsibilities

• Plan and monitor contact centre operations, so as to achieve the service in an efficient and effective manner
• Ensure all enquiries and complaints are handled professionally and settled within internal and external service standards
• Provide support to the team by liaising with different stakeholders for their supporting including but not limited to call escalation, case resolution and etc.
• Ensure complaints are strictly adhered to the bank’s Complaint Handling Policy, related policies of regulatory bodies and Compliance & Control policies
• Identify and highlight impact areas from the complaint analysis and liaise with the concerned parties to drive for improvement
• Handle incoming enquiries from the regulators
• Prepare written reply and related documents to customers / complainants
• Assist in formulating and updating procedures and guidelines
• Support the team Head on customer service projects and other ad hoc projects and issues
• Provide guidance and advice to hotline staff on resolving customer complaints
• Review the performance of staff, identify training needs and organize appropriate training skills

• Bachelor's degree holder with experience in similar role and knowledge in retirement benefits and provident fund
• Proven experience on client management
• Excellent mentoring, coaching and people management skills
• Team player with good supervisory skills
• Strong PC skills, e.g. MS Word, Excel, Powerpoint
• Excellent command of spoken and written English and Chinese

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.