Assistant Customer Relations Manager

GCB 6

Some careers grow faster than others.

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 realize 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 caliber professional to join our team as Assistant Senior Customer Relations Manager.

In this role you will:

• Handle and resolve customer complaints from various channels strictly in accordance with internal and external requirements and have a strong sense to evaluate all possible risks and report special cases to Senior Management immediately for awareness
• Investigate the complaint's root cause, suggest and discuss with relevant stakeholders for remedial action on process improvement in order to accelerate customer experience
• Liaise with internal and external parties for thorough investigation of complaints, propose resolutions to settle complaints and meet assigned complaint KPIs
• Conduct service quality assessments and provide training/coaching to monitor and maintain service standards
• Support the review of internal complaint handling guideline, relevant procedures, preparation of management reports/ papers and other ad hoc tasks assigned

To be successful you will need

• Customer-centric
• University Graduates
• Prior experience in customer services, especially complaints handling in insurance or finance sector
• Insurance and employee benefits background, with license of Long Term Business (including Linked Long Term Business) preferred
• Excellent communication and interpersonal skills
• Proficient in English, Cantonese and Mandarin, both written and verbal

HSBCLife2026

Opening up a world of opportunity
www.hsbc.com/careers

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.

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