Assistant Manager

5 days ago

Hong Kong Island, Hong Kong SAR China HSBC Full time

Assistant Manager - Contact Centre and Remote Channel Join to apply for the Assistant Manager - Contact Centre and Remote Channel role at HSBC Wealth and Personal Banking (WPB) 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. We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel . Principal Responsibilities Handle inbound calls from Premier Customers and provide quality services to resolve customer queries. Listen to customers, understand their needs, and recommend appropriate financial services and solutions. Assist Senior Team Managers in leading and mentoring the agents to enhance their capabilities and professionalism; empower the agents to optimise performance. Handle disputes and customer complaints or suspected fraud cases as required. Deliver on 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. Qualifications Proficient in written and spoken English and Chinese; Mandarin is an advantage. 3+ years’ relevant customer service experience in banking and financial institution environment/contact centre is preferred. Holding license 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. Employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. 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. Seniority level Entry level Employment type Full‑time Job function Finance Industries Banking Issued by The Hongkong and Shanghai Banking Corporation Limited #J-18808-Ljbffr

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