Assistant Customer Care Manager - HSBC Insurance

Full Time
Tai Kok Tsui
Junior (less than 3 years)

Job Description

Assistant Customer Care Manager - HSBC Insurance

Location: Asia Pacific-Hong Kong-Kowloon-Tai Kok Tsui

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 Insurance provides a comprehensive range of life products and services to suit the every possible need of our personal, commercial, corporate, institutional and private banking customers. As a leader in new life insurance business and Hong Kong’s largest administrator of retirement schemes, the business serves this diverse client portfolio from its management offices in Hong Kong and through a wide network of banking, consumer finance and insurance subsidiaries throughout the Asia-Pacific region.
We are currently seeking a high caliber professional to join our team as Assistant Customer Care Manager.
Principal responsibilities
  • Assist in arranging and providing training and sharing sessions to relevant parties to uphold complaints handling skills
  • Handle customer complaints and written enquiries received through different sources independently and review verbally resolved complaints in accordance with documented procedures within standard turnaround time with high quality output
  • Being the central point in liaising with all external and internal related parties in complaint handling
  • Communicate with complainants to resolve the complaint properly so as to minimize the reputation risk of the company
  • Report to the Customer Care Manager to ensure all complaints have been sufficiently investigated, analysed and escalated where necessary
  • Conduct thorough investigation independently and identify the root cause
  • Review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate
  • Monitor and follow up action items with relevant parties to ensure timely implementation
  • Keep monitoring the progress of the investigation of the complaint in order to catch up with the service turnaround time


  • Degree in relevant subjects
  • Good knowledge of Mandatory Provident Funds legislation and scheme administration process for retirement products
  • Good analytical skills with critical mindset to conduct thorough investigation and analyses fact findings in particular complex cases
  • Ability to work under tight schedule and maintain high quality deliverables
  • Good customer service skill to explain the incident to complainant in order to settle the complaint  
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.

Technical Skills

  • Complaint Handling
  • Customer Service
  • Training