Senior Customer Relations Manager

We are currently seeking a high calibre professional to join our team as a Senior Customer Relations Manager.

In this role you will

• Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
• Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
• Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
• Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
• Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks.
• Collect and report on customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints
• Share best practices of complaint handling with other customers facing colleagues
• Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
• Proactively instill HSBC core values and business principles

• University degree in related discipline or relevant experience
• Work experience in financial institutions including good exposure to complaint handling tasks and customer-facing experience
• Familiar with retail and wealth management products and services plus and related operations preferred
• Customer centric mindset, strong business sense plus positive and sincere work attitude
• High degree of personal drive and resilience
• Excellent written and verbal communication skills including fluent in English, Cantonese, and Putonghua