HSBC Group

GCB 5

Some careers open more doors than others.

If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. HSBC Asset Management, the investment management business of the HSBC Group, invests on behalf of HSBC’s worldwide customer base of retail and private clients, intermediaries, corporates and institutions through both segregated accounts and pooled funds. HSBC Asset Management connects HSBC’s clients with investment opportunities around the world through an international network of offices in 23 countries and territories, delivering global capabilities with local market insight.

We are currently seeking a high calibre professional to join our team as a Manager Customer Care.

Principal Responsibilities
In this role you will

• Contribute to Contact Centre Oversight; Assist manager to work closely with Contact Centre team to oversee the daily operation of the offshore
• Contact Centre and manage the offshore Quality Development Team operations to achieve the service standards and meet the business needs in an efficient and effective manner. You will also formulate procedures and review strategy to align with Group and local strategy to achieve sales, services, quality and customer experience KPIs
• Handle Complaints; Resolve customer complaints and enquiries for Pensions received from different sources in accordance with documented procedures within internal and external service standards and regulations and conduct thorough investigation independently, identify the root causes, review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate
• Champion Quality Assurance; Conduct quality checks and monitoring for complaints handling and submit reports to relevant regulatory and internal parties

To be successful you will need

• University degree in Business Administration, Finance or a related field 
• Experience in customer facing roles, complaint handling and contact centre functions in Pensions or Financial industry with customer centricity mindset at managerial level
• Good knowledge of Pensions/MPF industry, customer service field, and the regulatory framework, scheme administration, service quality, internal control and audit, management information analysis
• Good problem solving and analytical skills with critical thinking to conduct and analyse fact findings and identify resolutions
• Resilience and abilty to work under tight schedule while maintaining high quality deliverables 
• Strong interpersonal and communication skills in oral and written English and Chinese
• Good interpersonal, communication, both verbal and written, and influencing skills to interact with senior management, complainants and various stakeholders at all levels

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?". 

Opening up a world of opportunity

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.