Customer Relations Governance Assistant Manager

1 week ago

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

A Career with HSBC

HSBC is dedicated to delivering exceptional service. Our employees are our greatest asset and play a crucial role in our continuous efforts to improve our performance for clients and provide top-tier products and services. We aim to attract high-quality talent by offering a vibrant work environment, ample career development opportunities, and competitive compensation packages.

We are currently seeking a qualified professional to join our team as Assistant Manager for Customer Relations - Governance.

Key Responsibilities

  • Assist in establishing and monitoring effective risk management and controls within Complaint Handling and Customer Experience by evaluating operational risks and reviewing control procedures and monitoring programs.
  • Ensure departmental procedures related to customer complaints are maintained to comply fully with FIM and regulatory standards.
  • Conduct quality assurance checks on case handling to guarantee fair outcomes for our clients, escalating issues to senior management as necessary and recommending corrective actions.
  • Prepare Management Information (MI) to monitor service quality and complaint handling turnaround times, driving insightful data analysis for the development of timely and actionable management strategies.
  • Support and manage requests from internal or external parties, including auditors and regulators, to ensure that the complaint management framework is effective and fully compliant with internal and external requirements.
  • Aid in the implementation of quality enhancement and control strengthening initiatives based on review findings and updates to Group policies.
  • Assist in workforce and performance management, including capacity planning, service quality management, and MI reporting.
  • Provide administrative support for staff recruitment, onboarding, offboarding, system maintenance, cost reviews, vendor management, training matters, and various operations related to complaint management.
  • Support special projects such as system setups, transformation initiatives, and the implementation of new process initiatives.

Requirements

  • A university degree in Business Administration, Services/Hospitality/Operations Management, or other relevant fields.
  • A minimum of three years of experience in retail banking focusing on customer services or complaint handling, with skills in data analytics and process mapping.
  • Experience in customer experience management, complaint resolution, service quality monitoring, and project management is a definite advantage.
  • A customer-oriented mindset with excellent service skills, empathy, and analytical abilities.
  • Strong interpersonal and communication skills, with a commitment to teamwork and responsibility.
  • Proficiency in both English and Chinese.

Stay informed about our career opportunities at HSBC.

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