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.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific Region.

Our Employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures. 

We are currently seeking a high calibre professional to join our team as a Complaint Analysis and QM Manager.

Principal Responsibilities

• Complaint Analysis and Reporting
• Formulate complaint allegations and conduct root cause analysis
• Conduct analysis with quantitative and qualitative measures
• Provide customer insights to identify areas for improvement for enhancing the customer experience
• Conduct in-depth analysis of specific business areas or other aspects to understand customer pain-points and areas for improvement
• Prepare and deliver ad: hoc and regular complaint related reports on complaint handling
• Utilize data and insights from various sources to identify customer pain points for driving improvement for accelerating customer experience
• Governance & Quality Management
• Regularly review and update the complaint handling guidelines to ensure compliance
• Collaborate with the Risk & Control Team to conduct control testing, demonstrating adherence to internal guidelines and audit requirements in complaint handling procedures
• Ensure that complaint handling is in line with Quality Assurance FIM and regulatory guidelines
• Monitor the changes of regulations, internal control and requirements for impact and gap analysis, and provide advice to the business to remediate the business risk and control gaps
• Keep abreast of the latest compliance requirements of the Group, Bank and regulatory authorities, initiate necessary procedural and system changes, as well as update the guidelines and procedure manuals as appropriate

• 8-10 years of relevant working experience in data & insights, statistic or research or consulting firms is preferred
• Previous exposure to / knowledge of insurance industry & have knowledge on complaint management will be an asset
• High accurate and quality in deliverables. Sensitive in numbers
• Good presentation and report writing skills
• Logical, strong analytical mind with focus on attention to detail
• Proactive, open-minded and with a can-do attitude
• Resilience and can work under pressure
• Good command of English, Cantonese and preferably Mandarin

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.