HSBC Group

GCB 6

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.

Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high calibre professional to join our team as a Quality Monitoring and Improvement Manager.

Principal Responsibilities

• Conduct end to end quality assurance (QA) reviews and control measures in complaint handling to ensure compliance with regulatory and internal guidelines
• Monitor complaint data discrepancy and enhance data quality in complaint records for control monitoring
• Prepare and produce regular control-related management information and complaint KPI performance reports for Group and AMH level reporting
• Work closely with channels / departments to ensure overall complaint handling are effectively managed
• Attend to data extraction and validation for internal and regulatory audit / reviews
• Monitor SLA and report regulatory breaches and issues to Compliance and conduct remedial actions
• Review customer voices and support in complaint trend reporting / analysis and service improvement

• Knowledge and experience in WPB is an advantage
• Proficiency in MS Office, especially Excel and Powerpoint
• Good interpersonal skills and a team player
• Detail-minded and possess a logical mindset
• Customer-focused mindset
• University degree is an advantage
• Excellent written communication skills in English and Chinese

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?".

You’ll achieve more at HSBC.

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.