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Customer Relations Governance Assistant Manager
2 months ago
A Career with HSBC
HSBC is dedicated to achieving excellence in service. Our workforce is our greatest asset, playing a crucial role in our ongoing efforts to enhance performance for our clients and deliver top-tier products and services. We aim to attract exceptional talent by providing a vibrant work environment, ample career advancement opportunities, and competitive remuneration packages.
We are currently in search of a highly skilled professional to join our team as Assistant Manager for Customer Relations - Governance.
Key Responsibilities
Assist in establishing and monitoring robust risk management and control measures within Complaint Handling and Customer Experience by evaluating operational risks and reviewing control protocols and monitoring frameworks. Ensure departmental procedures regarding customer complaints are maintained to guarantee full compliance with FIM and regulatory standards. Conduct quality assurance assessments on case management to ensure fair outcomes for clients, escalating issues to senior management as necessary and proposing corrective actions. Prepare Management Information (MI) to monitor service quality and complaint handling turnaround times, driving insightful data analysis for the creation of timely and actionable management strategies. Support and manage requests for checks from internal or external entities, including auditors and regulators, to ensure that the complaint management framework is functioning effectively and in full compliance with both internal and external regulations. Aid in the implementation of quality improvement and control enhancement initiatives in line with review findings and updates to Group policies. Assist in workforce and performance management, including capacity planning, service quality oversight, and MI reporting. Provide administrative assistance related to staff recruitment, onboarding, offboarding, system maintenance, cost analysis, vendor management, training, and various operations concerning complaint management. Support special projects such as system implementations, transformation initiatives, and the introduction of new process strategies.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 service or complaint resolution, with skills in data analysis and process mapping. Experience in customer experience management, complaint resolution, service quality monitoring, and project management is a distinct advantage. A customer-centric approach with a strong service mindset, empathy, and analytical capabilities. Excellent interpersonal and communication skills, with a strong sense of teamwork and responsibility. Proficiency in both English and Chinese.Explore and stay updated with our career opportunities at HSBC.
