HSBC Group

GCB 5

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a Manager Complaints Insights and Resolutions.

Principal Responsibilities

In this role you will:

• With Customer Centricity being one of the AMH WPB strategic priorities (i.e. "C" in "ABCD"), this role contributes to driving the holistic customer experience and relations strategy which underpins managing down complaints, maximizing customer advocacy, sustainable customer engagement, recommendation and business growth
• Execute customer feedback loop mechanism by acting on customer voices particularly from complaints, lobby resolution, prioritized customer journeys enhancements, leveraging on customer experience model to drive customer advocacy using the data with width of NPS and depth of complaints and other customer/business metrics, with automation, innovation and scalability
• Support to deliver key metrics reporting and data-led analysis with latest technology to articulate what matters most to customers and provide steer to mobilize customer centric improvements and service resolutions that mitigate complaints and increase advocacy
• Mobilize prioritized customer journeys’ enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners to drive best in class customer experience across the business
• Implement strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities
• Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

To be successful you will need:

• University degree
• Excellent project management and analytical skills to identify and address areas for development and improvement in customer journeys and experiences
• Sound understanding of the Wealth and Personal Banking business and strategy, with extensive project management experience a definite advantage
• Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of service
• Ability to deliver and mobilize change while working with stakeholders across the organization
• Strong planning and organizational skills, with the ability to balance a range of competing priorities
• Proficient command of English and Chinese with good articulation of insights 
• Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

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.