HSBC Group

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

We are currently seeking a high calibre professional to join our team as a Senior Manager, Global Complaints Strategy.

Principal Responsibilities

We are currently seeking an experienced Complaints professional to join this team in the role of Global Complaints Strategy Senior Manager. The role holder will be part of the Global Customer Experience team and provide the subject matter expertise across complaint outcomes and be the key architect for the global complaint management strategy. This role will be instrumental in supporting our Customer Experience ambition and enabling a consistent, effective approach across all markets within WPB.

In this role, you will:

• Develop and implement a global complaints management policy and strategy that aligns with the organization's overall goals and objectives
• Provide a consistent structure to monitor the efficient and effective handling of complaints across markets, and the delivery of fair customer outcomes whilst in alignment with global complaints management policy
• Establish and maintain governance for global complaint handling policy
• Work collaboratively with Global and market stakeholders to ensure that the complaints management policy and strategy is embedded within the organization's culture and day-to-day operations
• Monitor and analyse global trends in complaints and outcomes for customers whilst providing insights and recommendations to improve
• Contribute to the complaints strategy and provide leadership, guidance, and support across the organisation to drive improved customer outcomes through complaints
• Be responsible for reporting accurate and up-to-date complaints data, trends, and commentary into global Risk forums

• Experience in complaints strategy within a large multinational financial services organization, including extensive experience in developing and implementing global policies and strategies
• In-depth knowledge of regulatory requirements, industry best practices and risk and control management related to complaints management and the delivery of fair customer outcomes
• Proven track record of successfully leading teams and driving change in a complex, global environment
• Strong analytical skills and the ability to use data to identify trends, insights, and opportunities for improvement
• Excellent written and verbal communication skills, including the ability to communicate complex concepts to a range of audiences
• Ability to work collaboratively with internal stakeholders and build strong relationships across the organization
• Demonstrated ability to manage multiple projects and priorities simultaneously and deliver results on time and within budget
• Experience in managing non-reporting large complex cross functional teams simultaneously
• A broad knowledge and understanding of our WPB propositions and their connectivity with our Customer Experience strategy would be desirable

You’ll achieve more when you join HSBC. 
http://www.hsbc.com/careers

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.