Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel

GCB 6

Some careers open more doors than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth (RBW) Hong Kong 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. Retail Banking and Wealth has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of retail banking and wealth capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel.

In this role you will:

• Handle inbound calls and provide high-quality service to Top-tier customers by effectively resolving their enquiries, and deliver professional written communication via digital service channels to ensure a high level of customer satisfaction
• Interpret and analyze customer enquiries from vocal and digital channels to understand their needs while actively listening to provide tailored recommendations and offer appropriate financial products, services, and solutions

• Assist Senior Team Managers in leading and mentoring the agents to enhance their capabilities and professionalism; and empowering the agents to optimize the efficiency of their performance
• Handle disputes and customer complaints or suspected fraud cases as and when required
• Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
• Comply with procedures, policies and regulatory requirements to safeguard customers' and the bank's interests

To be successful you will need:

• Higher Diploma or above
• Proficient in written and spoken English and Chinese, Mandarin is an advantage
• Proficiency in navigating through multiple digital platforms and applications with minimum typing speed of 30 words per minute in Traditional Chinese
• Candidates should be computer literate and capable of using and navigating through multiple computer systems and applications
• 3+ years' relevant customer service experience in banking and financial institution environment/ contact center is preferred
• License holder of HKSI 1,7,8 and IIQE 1, 2, 3 and compliance with related Continuing Professional Development (CPD) requirements
• Strong customer service mind-set and high dedication to service excellence. Strong communication and problem-solving skills
• Sound knowledge of Retail Banking and Wealth Management financial products
• Candidate with less experience will be considered for a Senior Wealth & Personal Banking Executive role

#DISTRIBUTION2026

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to ( Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks ).

Opening up a world of opportunity
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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.