HSBC Group

GCB 4

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.

International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. HSBC Asset Management, the investment management business of the HSBC Group, invests on behalf of HSBC’s worldwide customer base of retail and private clients, intermediaries, corporates and institutions through both segregated accounts and pooled funds. HSBC Asset Management connects HSBC’s clients with investment opportunities around the world through an international network of offices in 23 countries and territories, delivering global capabilities with local market insight.

We are currently seeking a high calibre professional to join our team as a Customer Care Head.

Principal Responsibilities

This role will lead the Customer Care Function under the Pensions business and oversees end-to-end enquiries and complaint management, channel customer engagement and quality assurance framework to elevate customer experience, drive loyalty and uphold Pension business’s reputation for service excellence.

In this role you will

• Lead and manage a team to work on the daily operations of Complaint Handling, Quality Assurance and Contact Centre Channel Management in alignment with organization goals and objectives
• Lead the design and execution of a robust framework in enquiries and complaints management, and quality assurance to ensure all operational activities comply with regulatory standards, Group policies & governance and the Group’s risk & control framework 
• Drive production of actionable insights from customer complaints and feedback to recommend initiatives to enhance customer experience and changes in ways of working
• Support strategy development, review and planning in Contact Centre to align with Group and local strategy to achieve sales, services, quality and customer experience KPIs
• Foster a customer-centric culture through training, coaching and performance management
• Prepare and present regular updates to senior management on customer voices, business and operational challenges and strategic initiatives

To be successful you will need

• In-depth knowledge in MPF/Pensions, regulatory frameworks, industry best practices, experience in customer services, business administration, finance, or a related field
• Proven experience in the pension industry or customer service at a management level, with strong understanding of operational and compliance standards
• Strong leadership abilities, with a customer centric mindset, analytical thinking, problem-solving skills and strategic planning abilities
• Experience in managing offshore teams is preferred, to drive performance and collaboration across locations
• Demonstrable experience of shaping and delivering change initiatives in large matrix organizations
• Entrepreneurial mindset, strong communication, interpersonal and stakeholder management 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.