Customer Experience Manager (UAE National Only)

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The Role

This role supports the Bank's strategic imperative to make HSBC one of the world's leading brands for Customer Experience and put into place critical checks that would create the distinct HSBC Customer Experience end to end at critical touch points.

This role will essentially handle and manage all complaints and queries received from the following channels:

Primary Channels:

• Customer Experience UAE Inbox and HSBC UAE Help Inbox
• Distribution Team (includes Branches, Customer Services Units, Wealth, Contact Center, Employee Banking Solution, Telemarketing and Direct Sales team and Collections).
• Social Media (Twitter, Facebook & Instagram)

Additional Responsibilities:

• Identifying service deficiencies / gaps - root cause of issues and highlighting them to ensure non-recurrence
• Undertake initiatives with Branches/CSUs/RCC to improve the staff related issues, by conducting branch visits, shadowing of frontline roles, coaching staff to improve their job skills, behavior and attitude towards customers.
• Work on and / or highlight to projects /streamlining teams' issues and areas of improvement in the bank's various processes in an effort to improve the customers' experience.
• Assisting the bank with ensuring that long standing complaints are resolved as quickly as possible. (such as those breaching SLA more than 30 and 60 days).
• Train and coach all complaint handlers (such as Frontline staff), whenever required, on how to handle complaints, by providing training sessions for groups and for individuals.
• Customer interactions in the right formal business standards (through written communication - emails and letters, verbal communication - phone and face-to face interactions) with customers to ensure the right resolution of their complaints/queries/requests.

The jobholder will ensure to use our standardized approach in handling complaints by adhering at all times to the UAE Complaints Handling procedure in identifying, handling, resolving and reporting of complaints. This approach will allow HSBC to demonstrate that we investigate and resolve complaints in a fair, consistent and timely manner.

In order to apply for this role you will have the following:

• 3 years work experience within a customer complaints/service excellence role, within a large international bank.
• Good knowledge of Personal Banking Products, Services and Procedures in Retail Banking such as
  • Assets and Wealth - Accounts, Demand Deposits, Investment, and Insurance
  • Lending - Credit Card, Personal Loan, Auto Loan and Home Loan
  • Support Services
  • Complaint Handling
  • Financial Crime, etc.

• Excellent communication (listening and speaking) and interpersonal skills.

• Fluency to speak and write in English.
• Demonstrated ability to handle customers or has been in a customer-facing role.
• Demonstrated ability to rapidly build relationships with key stakeholders at all levels in the organization.
• Competent use of personal computers, laptops, and other digital devices
• Knowledge of HSBC Systems such as:

• HSBC Universal Banking (HUB) and Staff Front End (SFE)
• eChamps (and Whirl, Optional)
• STP
• IQ Advance
• GWIS Gold
• Digital Banking Systems (such as Splunk, OMT, GDI, etc.)
• Global Payment System's (such as GPS, GPS Archive and GPI)
• Complaint Management System (CMS)

For further details and application information please visit our careers site.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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.