HSBC Group

GCB 5

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.

Wealth and Personal Banking (WPB) Hong Kong 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. We have 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.

We are currently seeking a high calibre professional to join our team as a Senior Customer Relations Manager.

Principal Responsibilities

In this role you will

• 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 pre-empt 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 instil core values of the bank and business principles

To be successful you will need

• University degree in a related discipline or relevant experience
• Extensive years’ work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience
• Familiarity 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

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to (Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks).

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.