Job Advert Details
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.
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 centers, 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 Wealth Management leads the Asia-Pacific implementation of our global strategy to deliver world-class solutions to retail and private clients seeking to grow, protect, preserve or transfer their wealth. This involves the development and management of needs-based solutions covering foreign exchange, deposit, investment, insurance and financing products, as well as the provision of suitable market insights and updates, financial planning and advisory services.
Principal Accountabilities:
Impact on the Business / Function
- Responsible for managing the end to end process for complaints within the market
- Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics
- Ensure that all complaint letters are completed and issued in accordance with regulatory requirements
- Work with key stake holders to improve service based on root cause analysis of the voice of customers
Customers / Stakeholders
- Engage and work with stakeholders to ensure that there are timely and satisfactory resolutions to customers’ complaints
- Escalate recurring and serious gaps affecting service to avoid future occurrence
- Drive and facilitate projects in improving service
Leadership & Teamwork
- To support Customer Experience and the IWPB Senior Management in providing a high quality, customer driven, support function in complaint and service recovery management
- Maintain strong relationships with team, key partners and stakeholders.
- Using knowledge in customer service to guide other colleagues in managing customers’ issues
Operational Effectiveness & Control
- Guide Business in the overall complaint and service recovery management
- Responsible for working with Customer Experience and IWPB Senior Management to manage excellent overall customer experience
- Drive continuous improvement in customer service through customers’ issues resolution
Information
Knowledge & Experience / Qualifications
- Minimum of 5 years proven management and customer service experience or equivalent
- Minimum of a bachelor’s degree in marketing, business, related field or equivalent experience
- Strong knowledge of the customer service concept and its impact on customer relationships
- Proven track record of communicating effectively within the organization and with customer groups
- Strong analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills
- Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization
- Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery
- Strong ability to credibly interact with senior management.
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
Nom du recruteur
Giang Truc PHAM
Courriel de recruteur
giang.truc.pham@hsbc.com.vn