Senior Manager, Global Complaints Strategy Lead

2 days ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
Unlock New Opportunities with HSBC

Are you looking for a career that will take you to new heights? Do you want to be part of a team that delivers exceptional customer experiences? Join HSBC and discover a world of possibilities.

About the Role

We are seeking a high-calibre professional to join our team as a Senior Manager, Global Complaints Strategy. As a key member of our Global Customer Experience team, you will be responsible for developing and implementing a global complaints management policy and strategy that aligns with our organization's overall goals and objectives.

Key Responsibilities
  • Develop and implement a global complaints management policy and strategy that aligns with the organization's overall goals and objectives
  • Provide a consistent structure to monitor the efficient and effective handling of complaints across markets, and the delivery of fair customer outcomes whilst in alignment with global complaints management policy
  • Establish and maintain governance for global complaint handling policy
  • Work collaboratively with Global and market stakeholders to ensure that the complaints management policy and strategy is embedded within the organization's culture and day-to-day operations
  • Monitor and analyse global trends in complaints and outcomes for customers whilst providing insights and recommendations to improve
  • Contribute to the complaints strategy and provide leadership, guidance, and support across the organisation to drive improved customer outcomes through complaints
  • Be responsible for reporting accurate and up-to-date complaints data, trends, and commentary into global Risk forums
Requirements
  • Experience in complaints strategy within a large multinational financial services organization, including extensive experience in developing and implementing global policies and strategies
  • In-depth knowledge of regulatory requirements, industry best practices and risk and control management related to complaints management and the delivery of fair customer outcomes
  • Proven track record of successfully leading teams and driving change in a complex, global environment
  • Strong analytical skills and the ability to use data to identify trends, insights, and opportunities for improvement
  • Excellent written and verbal communication skills, including the ability to communicate complex concepts to a range of audiences
  • Ability to work collaboratively with internal stakeholders and build strong relationships across the organization
  • Demonstrated ability to manage multiple projects and priorities simultaneously and deliver results on time and within budget
  • Experience in managing non-reporting large complex cross functional teams simultaneously
  • Broad knowledge and understanding of our WPB propositions and their connectivity with our Customer Experience strategy would be desirable

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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