Job description
Employee Banking Service Manager
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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
HSBC International Wealth and Premier Banking (IWPB)
We help 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 support individuals, families, business owners, investors and entrepreneurs around the world..
We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.
In this role, you will:
The Service Manager plays a key role in ensuring exceptional customer service and operational efficiency. The manager will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and implementing process improvements to enhance customer experience. This role requires strong leadership, problem-solving skills, and the ability to collaborate with multiple stakeholders. Ability to lead and manage a team of individuals to drive service excellence and sales support for frontline team
Key Responsibilities:
• Drive the service team to support the frontline team in handling customer queries and complaints raised on MMX.
• Ensure close monitoring of the team on timely follow-ups on investigations, customer instructions, queries, and complaints.
• Work closely with stakeholders to achieve First Contact Resolution of customer complaints on daily basis.
• Conduct quality checks on MMX (Complaints Management System) to ensure compliance with complaints-handling policies.
• Ensure ‘No Fail’ is recorded by the Customer Experience (CE) team during quality checks on complaints resolution.
• Continuously analyze customer feedback through various channels such as social media feedback, customer queries and complaints and other channels to drive service improvements.
• Suggest and implement strategies to enhance customer experience.
• Conduct a fair analysis of staff complaints and validate them with the Customer Experience team.
• Organize regular feedback and training sessions for the frontline team and channel partners to improve efficiency and knowledge.
• Transaction & Fund Transfer Assistance
• Discrepancy Management & Compliance
Requirements
To be successful in the role, you should meet the following requirements:
Knowledge / Experience
• Graduation degree is a must – to secure a UAE Visa and Work Permit
• Proven experience in handling customer service via email, phone, and in-person interactions.
• Strong knowledge of operating systems such as HUB, SFE, GWIS, MMX, AAPs, and iQueue, Live Sign.
• Excellent command of spoken and written English.
• Customer-centric mindset with a proactive approach to delivering best-in-class service.
• Strong problem-solving, leadership, and stakeholder management skills.
This role requires a dedicated professional who is committed to enhancing customer experience, manage people, driving process efficiencies, and maintaining high service standards. Individual should be an experienced manager who can lead a team of talented individuals.
You’ll achieve more at HSBC.
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.
We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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 Hong Kong and Shanghai Banking Corporation Limited.