HSBC Group

GCB 4

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) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking 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.

We are currently seeking a high calibre professional to join our team as a Senior Manager, Global Complaints Strategy.

Principal Responsibilities

We are currently seeking an experienced Complaints professional to join this team in the role of Global Complaints Strategy Senior Manager. The role holder will be part of the Global Customer Experience team and provide the subject matter expertise across complaint outcomes and be the key architect for the global complaint management strategy. This role will be instrumental in supporting our Customer Experience ambition and enabling a consistent, effective approach across all markets within WPB.

In this role you will

• Develop and implement a global complaints management policy and strategy that aligns with the organization's overall goals and objectives
• Provide a consistent structure to monitor the efficient and effective handling of complaints and the delivery of fair customer outcomes whilst in alignment with global complaints management policy
• Establish and manage governance for global complaint handling policy
• Work collaboratively with internal stakeholders to ensure that the complaints management policy and strategy is embedded within the organization's culture and day-to-day operations
• Monitor and analyse global trends in complaints and outcomes for customers whilst providing insights and recommendations to improve
• Manage complaints strategy and provide leadership, guidance, and support across the organisation to drive improved customer outcomes through complaints

To be successful you will need

• Extensive experience in complaints strategy within a large multinational financial services organization, including extensive experience in developing and implementing global policies and strategies
• In-depth knowledge of regulatory requirements and industry best practices related to complaints management and the delivery of fair customer outcomes with proven track record of successfully leading teams and driving change in a complex, global environment
• Strong analytical skills and the ability to use data to identify trends, insights, and opportunities for improvement
• Excellent written and verbal communication skills, including the ability to communicate complex concepts to a range of audiences and ability to work collaboratively with internal stakeholders and build strong relationships across the organization
• Demonstrated ability to manage multiple projects and priorities simultaneously and deliver results on time and within budget
• Line management experience or experience of supervising teams while managing non-reporting large complex cross functional teams simultaneously

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.