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Customer Relations Manager

2 months ago

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

Elevate Your Career with HSBC Life.

At HSBC, we recognize that some professions have a greater influence than others. If you are seeking a role where your contributions truly matter, consider a position with us. HSBC offers a wealth of opportunities, support, and rewards that can propel your career forward, whether you aspire to reach the pinnacle of success or explore a new and exciting path.

HSBC Life stands as a premier institution specializing in Insurance, while also reaping the benefits of being part of a prestigious global banking entity. Our mission revolves around people and the commitments they uphold. At HSBC Life, we fulfill these commitments by offering a diverse range of life insurance products and services to clients across the Asia-Pacific region.

Our workforce thrives in a dynamic and innovative environment, filled with opportunities for professional growth within a rapidly expanding business sector. We empower our talented team members to develop their skills and seek new experiences, unlocking their full potential as part of HSBC.

Together, we strive for efficiency in our operations. We leverage cutting-edge data and technological solutions to achieve significant outcomes for our clients. The protection we provide has a profound and lasting impact, enabling clients to lead healthier, more productive lives and instilling confidence in their futures.

We are currently in search of a distinguished professional to take on the role of Manager / Senior Manager, Customer Relations .

Key Responsibilities

  • Address and resolve customer grievances from various channels in strict compliance with internal and external standards, demonstrating a keen ability to assess potential risks and promptly inform Senior Management of critical cases.
  • Analyze the root causes of complaints, collaborate with relevant stakeholders to propose and implement process enhancements aimed at improving customer experiences.
  • Coordinate with internal and external parties to conduct comprehensive investigations into complaints, recommending solutions to resolve issues and achieve established complaint KPIs.
  • Perform service quality evaluations and provide training/coaching to ensure adherence to service standards.
  • Assist in reviewing internal complaint handling guidelines and related procedures, as well as preparing management reports and documentation.

Required Qualifications

  • Exceptional mediation and analytical skills, with the ability to independently and efficiently manage complaints while maintaining confidentiality.
  • A proactive approach to ownership and accountability, ensuring urgent resolution of complaints, daily monitoring of case statuses, and timely escalation of issues as necessary.
  • A positive, can-do attitude, capable of meeting tight deadlines with professionalism.
  • Strong attention to detail to avoid errors and ensure accuracy in all outputs.
  • Excellent presentation and interpersonal skills.
  • A mature demeanor with the ability to perform under pressure.
  • Logical reasoning skills, focused on resolving tasks and conflicts in a respectful and harmonious manner.
  • Resilience and open-mindedness, coupled with a high degree of independence.
  • Confidence in engaging with individuals at various levels of seniority.