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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 high-quality talent by providing a vibrant work environment, ample career advancement opportunities, and competitive remuneration packages.
We are currently looking for a 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 systems within Complaint Handling and Customer Experience by evaluating operational risks and reviewing control procedures and monitoring frameworks. Ensure compliance with FIM and regulatory standards by maintaining departmental procedures related to customer complaints. Conduct quality assurance assessments on case management to guarantee fair outcomes for clients, escalating issues to senior management as necessary and proposing corrective actions. Prepare Management Information (MI) to track service quality and complaint handling turnaround times, driving insightful data analysis for the development of timely and actionable management strategies. Facilitate and manage requests from internal or external entities, including auditors and regulators, to ensure that the complaint management framework is effective and compliant with all internal and external standards. Support the execution of quality improvement and control enhancement initiatives based on review findings and updates to Group policies. Assist in managing workforce performance, including capacity planning, service quality oversight, and MI reporting. Provide administrative assistance in areas such as staff recruitment, onboarding, offboarding, system maintenance, cost analysis, vendor management, training, and various operational tasks related to complaint management. Engage in 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 a related field. A minimum of three years of experience in retail banking focused 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 significant advantage. A customer-centric approach with strong service orientation, empathy, and analytical capabilities. Excellent interpersonal and communication skills, demonstrating strong teamwork and a sense of accountability. Proficiency in both English and Chinese is required.Stay informed about career opportunities with HSBC by visiting our career portal.
