HSBC Group

Open positions: 5

Global Career Band: 5IC

Why join us? 

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.    

The Opportunity:  

We are seeking a high calibre professional to join the Customer Relations team as a Senior Customer Relationship Manager with main responsibilities and job requirements as follows.

What you’ll do:     

• Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
• Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation.
• Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications.
• Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements.
• Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints.
• Share best practices of complaint handling with other customer facing colleagues
• Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities.
• Proactively instill HSBC core values and business principles.

What you will need to succeed in the role:       

• University degree in a related discipline or relevant experience.
• Minimum of 5 years work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience.
• Familiar with retail and wealth management products and services plus and related operations preferred.
• Customer centric mindset, strong business sense plus positive and sincere work attitude
• High degree of personal drive and resilience.
• Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)