Job description
Why join us?
Lead and motivate a team of Customer Relation Specialist to optimum performance levels to achieve agreed targets contributing to the IWPB Strategy and Objectives.
Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
Manage performance through regular, effective reviews, addressing performance issues according to the HSBC policies and procedures.
Conduct development reviews and recommend training and development plans.
Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.
Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
Build effective relationships and collaborates with other teams and departments. Communicate all information clearly and in a timely manner.
Act as a role model to others whilst striving to achieve high standards of performance and customer service.
Ensure full adherence to the HSBC Global Risk Objective and Health & Safety policy and procedures.
Responsible for implementing strategies that team members use to achieve a goal, delegating tasks based on each member’s strengths and skills and offering the training necessary to complete certain tasks.
They are also responsible for inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed.
In delivering the business objectives this role must also maintain the levels of operational integrity required by HSBC Group.
What you’ll do:
Lead a team of Customer Relations Specialists dedicated to managing Internal Dispute Resolution (IDR) cases. This role ensures that all customer complaints are handled professionally, fairly, and in full compliance with ASIC’s Regulatory Guide 271 (RG271).
Manage, coach, and develop a team of Customer Relations Specialists who handle IDR cases and escalated complaints.
Set clear performance expectations, track team KPIs, and foster a strong culture of accountability and customer fairness.
Conduct regular case reviews and quality assurance checks to ensure adherence to IDR principles and regulatory obligations.
Ensure that all complaints are acknowledged, assessed, investigated, and resolved within the required timeframes as outlined in RG271.
Maintain and uplift internal processes to ensure alignment with regulatory requirements and best practices in complaint resolution.
Partner with Risk, Legal, and Compliance teams to proactively manage regulatory risks and ensure the business remains compliant with RG271 and other relevant legislation.
Act as the senior point of escalation for high-risk, serious and potentially vulnerable customer complaints.
Oversee the documentation and investigation of complaints, ensuring outcomes are fair, customer-centric, and well-reasoned.
Ensure IDR response letters meet required standards for tone, clarity, evidence-based decision-making, and regulatory compliance.
Monitor complaint trends, systemic issues, and root causes — providing insights to improve processes, policies, and customer outcomes.
Prepare and deliver reports on complaint volumes, resolution timeframes, RG271 compliance metrics, and customer satisfaction indicators.
Support regulatory reporting and audits as needed.
Requirements
What you will need to succeed in the role:
Must be proficient in English.
Open to working flexible shifting schedules.
The role operates within a IWPB Shared Contact Centre and interacts with HSBC local and international customers, the post holder must have the concept of Contact Centre environment.
Understanding updates on procedural changes and compliance.
Strong communication, presentation and interpersonal skills and the ability to influence senior executives.
Ability to present complex and technical concepts and information in a way it can easily be understood by non-Subject Matter Experts.
Understanding of process improvement skills and experience.
Ambitious about providing the highest standards of delivery to colleagues and clients.
Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity.
Authentic and shows ability to engage with colleagues and clients to deliver at pace.
Makes considered decisions that protect HSBC and our clients.
What additional skills will be good to have?
Exceptional written English and oral communication skills.
Awareness of MS Excel functions.
Good planning and organization skills.
Ability to work in a team, and alone, with minimal supervision and act on own initiative.
Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=cbff81231bbd2c10fd5ac9df1d4bcbac
You’ll achieve more at HSBC
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.
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* The information contained in this job description is a true and accurate reflection of the job as specified.
招聘人员名称
Marina Anthony Dass
招聘人员电子邮件
marina.dass@hsbc.com.my