Customer Experience Manager (UAE National Only)

Customer Experience Manager, Corporate and Institutional Banking, CIB (UAE National Only) (49783)

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The Customer Experience Manager ensures customer complaints are handled efficiently and professionally, driving timely resolutions and supporting positive overall customer experience. The role also takes a proactive approach to spotting recurring issues and recommending process improvements.

Duties & Responsibilities:

• Turn customer complaints into positive outcomes by delivering consistently high service and strengthening customer loyalty.
• Provide a competent, consistent standard of customer service across a wide range of communication channels and customer needs.
• Resolve complaints within agreed and regulated Service Level Agreements (SLAs).
• Support front-line teams with day-to-day queries on complaint handling and system troubleshooting.
• Manage enquiries and complaints received via the generic mailbox.
• Own and resolve high-profile escalations (CEO Office, Senior Management, media and other channels), ensuring strong outcomes and excellent customer experience.
• Analyze complaint themes to identify root causes, recommend practical improvements, and provide well-reasoned service enhancement proposals.
• Use customer feedback to spot service gaps and implement targeted recovery and improvement actions.
• Perform Quality Assurance reviews on complaint cases and provide coaching and guidance to complaint owners on best practice handling.
• Partners with internal stakeholders (departments, Product Heads, Relationship Managers and Branch Managers) to drive service improvements.
• Produce and distribute pending complaints reports to relevant owners and action parties to ensure timely follow-up.
• Train and support front-line colleagues in resolving complex complaints.
• Work closely with risk stewards to progress and close escalated complaint cases.
• Ensure escalations raised by service managers are responded to in line with HSBC standards.
• Oversee the end-to-end complaints process, monitor response performance, and coordinate recovery initiatives with relevant teams.
• Maintain strong, up-to-date knowledge of products, services and operating procedures, aligned to the Bank’s latest initiatives.
• Continuously uplift service capability by improving staff knowledge and skills to support excellent delivery.
• Strengthen the profile and professional reputation of the Customer Experience team as a trusted partner to CIB.
• Ensure alignment with CIB corporate business, local regulatory requirements, and Group Customer Experience strategy.
• Track initiative effectiveness, monitor outcomes, and provide timely updates and insights to Senior Management.
• Create and execute action plans to close identify gaps and reduce dissatisfaction through prompt recovery measures.
• Maintain robust service metrics and analysis, working with stakeholders to drive measurable improvements.
• Agree, implement and monitor SLA performance for key customer processes and products.
• Lead and deliver service-quality improvement projects to enhance customer experience across all touchpoints.
• Drive adoption of HSBC Group best practices relating to service quality and customer experience.
• Deliver annual complaints training for all CIB staff and relevant support teams, with additional sessions for new joiners as required.
• Prepare reports and management information pack for senior management and regulators.  

• • UAE ExCo reporting

• • Complaint updates to business heads
  • CBUAE submissions for Sole Proprietorship and SME (monthly)
  • RBS submissions for CBUAE (quarterly)
  • Any additional or ad hoc reporting as required.

 Experience & Qualifications:

• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
• Demonstrated experience in customer service management or a closely related role.
• Strong analytical capability, with the ability to spot trends and determine root causes.
• Excellent written and verbal communication, with strong interpersonal skills.
• Able to perform effectively under pressure while managing multiple priorities at once.
• Proactive, solutions-focused mindset with a track record of driving process improvements.

For further details and application information please visit our careers site, searching for the reference number 49783.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited