HSBC Group

Role Purpose 

• The role is responsible of ensuring that we drive the customer voice through the organization to enhance the customer experience and deliver our strategic objectives.

• The role is responsible of handling and managing all the complaints received via on-line channels; Customer Experience generic e-mail, the bank's social media channels, Customer Experience Social Media Inbox and the complaints escalated through Senior Management/regulator/Group offices.

• Job holder is also responsible of handling and managing all complaints received via social media channels (Facebook & Twitter) in addition to all queries received via Twitter through a specific generic e-mail. There will be no engagement with people tweeting about HSBC globally for example or reposting negative press news, Job holder will only target people who are complaining or enquiring about HBEG services and products in order to change their experience to a positive one and to assist with /address their concern.

• Motto will be:

• To turn customer complaints into a positive experience by providing superior services and gaining customer loyalty at all time.

•  To ensure that a competent and consistent standard of Customer Service is continuously offered to an increasingly diverse range of customer communication.

• The role holder will be responsible for collating, recording and analyzing feedback from customers through a variety of methods such as focus groups, surveys, customer data analysis and customer interviews. The role holder is accountable for ensuring information produced by their area is used to positively improve customer satisfaction, increase market share, operational efficiency and the Country P&L.

• This position works in a cross functional business environment therefore will collaborate with the entire bank; Marketing, WPB, Branch Leadership Team. Operations, IT, Compliance, Legal etc to resolve customer complaints and to turn it into a positive experience.

• The role holder is responsible for the compliant, timely and effective handling as well as resolution of high level customer complaints and expected to improve the efficiency and effectiveness of customer's interactions with HSBC reducing the volume, repetition and severity of complaints.

• To perform at the best of abilities, any other tasks or assignment requested by the line manager to support overall the business requirements. 

   

Principal Accountabilities:  Key activities and decision making areas.

• Perform Customer Experience analysis in I-IBEG, define end to end process customer experience at each touchpoint and communicate results to Stakeholders  to improve business performance.
• Responsible for the pro-active design and creation of a customer centric business across all channels and driving service quality enhancement.
• Produce actionable reports for WPB to identify both risks, identify key improvement opportunities and recommend action plans.
• Develop solutions by analyzing current state, perform gap analysis and develop action plans to deliver cost efficient proposals.
• Improve Customer Satisfaction with complaint handling via Social Media

Customer relations related:

• Own and resolve KANA, website, escalated to management and group offices, Regulator complaints and complaints posted on Social media.

• Deliver the end to end process for complaints resolution in WPB. Be accountable for a reduction and/or close management of complaint volumes by implementing the MENAT Complaint

• Handling Procedures, with quality being maintained in accordance with regulatory requirements.

•   Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics.

Customers / Stakeholders

Customer experience related:

• Work with Propositions and Product teams to ensure propositional standards for each segment cohere with customer experience strategies and expectations

•  Champion the Voice of Customer across WPB, ensuring a high quality, customer driven approach is consistently followed

•  Monitor KPIs, trends etc. to highlight issues and improve customer service performance

•  Ensure identified root causes and fed through for resolution, and that implemented actions have tangible impact

Customer relations related:

• Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics.

   

• Responsible for responding and resolving of all customer complaints and queries that get posted via the bank's social media channels abided by the Group guidelines/polices and approved SLAs.

•  Handle customer complaints received via social media channels E2E including acknowledgment, logging on complaints management system, following up with action party, closing the  logged complaint and updating customers with resolution/action taken.

•  Analysis of customer complaints and ensure the identification of the root causes for service issues, suggest and where appropriate implement recommendations for addressing them.

   

• Foster and develop a customer centric culture, use customer insights to continuously enhance customer experience, increase loyalty, advocacy and retention

Recommended Requirements:

• English language proficiency is a must. Proven record of customer experience management/service excellence.

• Demonstrated ability to rapidly build relationships with key stakeholders.

• Strong knowledge of the customer service concept and its impact on customer relationships.

• Sound knowledge of the Bank's operations, products, policy, procedures and delivery systems

   

• Core HSBC System understanding and navigation.

Knowledge & Experience / Qualifications  

• University degree
• Minimum of 10 years proven and progressive customer experience or equivalent.
• Strong knowledge of the customer service concept and its impact on customer relationships.
• Sound knowledge of the Bank’s operations, products, policy, procedures and delivery systems.
• Understanding of analytics, customer insight and the needs of the customer.
• Demonstrated ability to rapidly build relationships with key stakeholders.
• Proven ability to persuade and/or influence others in order to provide and obtain information relevant to the programs.
• Knowledge of HSBC and its products, processes and pertinent regulations affecting their delivery.
• Proven organizational, analytical, decision-making, lateral thinking, influencing and interpersonal skills.
• Strong verbal and written communication skills and diplomacy to seek cooperation from business units and influence management in resolving complaints to produce customer satisfaction.
• Strong listening skills with the ability to probe for additional information.
• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.
• Strong ability to credibly interact with senior management.
• Understand and interpret complex business and risk requirements.