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.

Operations Shared Services (OSS) drives operations' performance standards, service excellence, and consistency across the Group and our Global Service Centres (GSCs). This central team oversees areas such as business intelligence, cost management, reporting, billing and regulatory compliance. In addition, through its GSC Capabilities team, they are responsible for enterprise-wide workforce management, location strategy, future skills, and group common services (AI, automation, and other strategic initiatives).

We are currently seeking a high calibre professional to join our team as a Manager, Customer Care (9 months fixed term contract).

Principal Responsibilities

In this role you will:

• Handle customer complaints and written enquiries for Pensions received from different sources in a proper manner to customer satisfaction and to minimize reputational risk
• Manage and lead complaint handling staff and closely monitor them to ensure complaints and enquiries are handled in accordance with documented procedures within standard turnaround time and with quality output
• Conduct thorough investigation, identify the root cause, review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate
• Share best practice with relevant parties to uphold the complaint handling skills
• Build a highly motivated and engaged team and develop them to reach their individual potential

To be successful you will need:

• University degree in a relevant discipline
• Solid experience in Customer Service or Complaint handling function
• Good understanding of Mandatory Provident Funds or Occupational Retirement Schemes Ordinance business is preferred
• Strong interpersonal, communication, both verbal and written, and influencing skills to interact with senior management, complainants and various stakeholders at all levels
• Good analytical skills with critical mindset to identify issues arising from complaints
• Independent, high degree of personal drive and resilience, and open-minded

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.