HSBC Group

GCB 6

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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.

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

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 skills

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?".

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.