Assistant Customer Resolutions Manager

Some careers grow faster than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

At HSBC, our purpose is opening up a world of opportunity and by joining our team, you can be part of something bigger. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible.

In International Wealth and Premier Banking we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. Retail Banking plays a crucial role in executing the International Wealth and Premier Banking strategy, providing strategic advice, frameworks and guidance to markets, that ensure all customer journeys, products and services are sustainable, inclusive and built with customers at the heart. Retail Banking brings together a united retail business, made up of the following global teams: Segments, Retail Products, Shared Services Contact Centre, Distribution and Enablers spanning Customer Experience, Marketing, Data and Analytics, Business Architecture, Sustainability and Inclusion for International Wealth and Premier Banking.

We are currently seeking an ambitious individual to join our team in the role of Assistant Customer Resolution Manager.

Role Purpose

This role supports the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience within backdrop of customer complaint management and service recovery.

The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer’s journey in complaint management, fair treatment and a robust service recovery to reinstate confidence in the Brand is at the forefront of our thinking. This includes compliance to Regulatory and Group requirement on complaints management controls and fostering positive relationship with authorities to have swift view of strategic changes on customer-impact changes across industry.

It is a specialist role, requiring leadership to drive strong quality outcome in end-to-end complaints management including advisory to all stakeholders on what good looks like to win back a customer in complaints handling. The role must also possess strong analytical acumen to identify top customer pain points root-causes from complaints received to ensure the underlying causes can be highlighted and fixed. It must stimulate thinking and action to rebuild customer relationship in complaints management and iterative improvement to continuously elevate our customer experience in banking with us.

The role holder is a key contributor to lead effective complaints management in Customer Resolutions team and across IWPB:

• Accountable to elevate IWPB channels’ understanding of standards established by the Bank and regulatory bodies for complaints management.
• Drives effective complaints management and fair treatment in customer resolution
• Drives quality resolutions outcome in complaints handling in accordance with regulatory requirements and HSBC group standard.
• Support first level resolution by providing advisory to customer service touchpoints on effective complaints handling
• Identify top customer pain point root-causes and fixes in handling complaint.

Requirements 

• A minimum requirement of Bachelor’ Degree is needed for the role.
• Candidate must possess a minimum of 3 years’ experience in banking industry to enable him/her to understand Bank’s business objectives and processes.
• Candidate must have huge passion to help customers and possess good problem- solving skills to curate effective resolution in complaint handling.
• Candidate must have positive mindset, independent and enjoys customer engagement.
• Highly motivated, results-oriented and prepared to accept challenging goals.
• Excellent communication skills - both verbal and written
• Excellent language proficiency in English and Bahasa Malaysia.
• Requires good basic PC operating skills: Ms. Word, Powerpoint, Excel, etc
• Able to work effectively in a team and with all stakeholders.