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 Customer Experience & Relations Manager.

Principal Responsibilities

• Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
• Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation.
• Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications.
• Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements.
• Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and pre-empt customer complaints.
• Share best practices of complaint handling with other customer facing colleagues
• Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities.
• Proactively instill HSBC core values and business principles.

• University degree in a related discipline or relevant experience.
• Work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience.
• Familiar with retail and wealth management products and services plus and related operations preferred.
• Customer centric mindset, strong business sense plus positive and sincere work attitude
• High degree of personal drive and resilience.
• Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua.

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.