Customer relations manager

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Customer Relations Manager.

Principal responsibilities

• To investigate and respond to Retail customer complaints and provide suitable resolutions
• Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints
• To identify and report complaints and other customer feedback trends which indicate where services or processes need review
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
• Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates.

Requirements

• Minimum of 3 years' experience in complaint handling
• Strong self-motivation with excellent communication, negotiation and interpersonal skills
• Strong analytical, Problem solving and Decision making skills
• Must be detail conscious and able to work independently under pressure
• Strong spoken and written skill for both English and Chinese
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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 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.