Senior Customer Relations Manager

Some careers shine brighter than others

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

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

In this role you will:

• Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
• Improve frontline service quality and complaint handling skills
• Share best practice with other customer facing units
• Proactively instill HSBC core values and business principles
• Build a highly motivated and engaged team and develop them to reach their individual potential
• Maintain service excellence and effectiveness in professional handling of customer response
• Recommend practical and effective service recovery action to improve customer satisfaction and recommendations
• Improve frontline service quality and complaint handling skills. Undertake speedy actions to minimize the impact of major incidents affecting Wealth and Personal Banking

To be successful you will need:

• Established customer service and communication experience
• Totally customer focused mindset and good commercial orientation
• High degree of personal drive and resilience
• Excellent written and verbal communication skills, fluent in English, Cantonese and Putonghua
• University degree in a relevant discipline

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

http://www.hsbc.com/careers

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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