Manager Quality Monitoring and Improvement

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) Hong Kong helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Manager Quality Monitoring and Improvement.

Principal responsibilities

• Produce regular / ad hoc regulatory reporting for complaints in AMH WPB
• Drive quality assurance and monitoring reviews in complaint handling process across frontlines
• Work collaborately with all complaint handling channels including outsourced partners / third parties to drive better complaint KPI / NPS performance
• Work with auditors and frontline on various audits / reviews and follow through the management action plans
• Supports WPB control initiatives to de-risk business 
• Reengineer internal data compilation processes and complaint management systems to ensure complaince with internal guidelines and regulatory standards
• Participate in strategic important projects to enhance customer experience across all channels and services

Requirements

• University graduate with established customer service experience and sound knowledge of HSBC Retail Banking and Wealth Management products, services and processes
• Detail oriented with strong analytical and logical thinking and judgement
• Strong influencing, interpersonal and negotiation skills and able to work under time pressure
• Strong presentation skills with excellent verbal and written communication skills in English and Chinese
• Strong customer-focused mindset and good commercial orientation

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. 

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role. 

You’ll achieve more when you join HSBC.

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 and 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 Hongkong and Shanghai Banking Corporation Limited)