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Customer Relations Deputy Director

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

Some careers have more impact 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.

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 realise 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 calibre professional to join our team as a Customer Relations Deputy Director.

Principal Responsibilities
  • 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 standard.
  • Support the review of internal complaint handling guideline, and relevant procedures and preparation of management reports/ papers.
  • Taking ownership and accountability by resolving complaints urgently, monitor case statuses daily, and escalate issues promptly when required; avoid delays in investigations and follow-ups by identifying bottlenecks and addressing them promptly.
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