Head of Relationship Management

6 days ago


Hong Kong Island, Hong Kong SAR China HSBC Full time

As a key member of our team at HSBC, the successful candidate will be responsible for delivering exceptional customer service and ensuring that our clients feel valued and supported. We are seeking a highly skilled and experienced professional to join our team as a Customer Relations Deputy Director, who can take ownership and accountability for resolving complaints, monitoring case statuses daily, and escalating issues promptly when required.

Key Areas of Responsibility
  1. Take ownership and accountability for resolving complaints.
  2. Monitor case statuses daily and escalate issues promptly when required.
  3. Investigate customer complaints and identify root causes, working with stakeholders to develop effective solutions and process improvements.
  4. Liaise with internal and external parties to thoroughly investigate complaints and propose resolutions to settle issues.
  5. Conduct service quality assessments and provide training/coaching to maintain high service standards.


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