- Complaint Handling
- Customer Service
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 Customer Care Manager.
Handle customer complaints for Employee Benefits Business from various means
The incumbent is to monitor the complaint handling and service recovery process and to give advice for these cases in order to establish, retain and grow profitable customer relationship.
Manage and lead the team and closely monitor them to ensure complaints and enquiries are handled in accordance with documented procedures within standard turnaround time and with high quality output
Resolve the complaint in a proper manner to customer satisfaction, handle escalated cases and review verbally resolved complaints so as to minimize reputational risk
Conduct root cause analysis and recommend to the department functional heads possible areas for improvement in products, service delivery and processes within the business
To monitor and liaise with relevant departments to ensure timely implementation of preventive measures
Conduct training and sharing sessions to relevant parties to uphold the complaint handling skills
Degree holder in a relevant discipline
Experience within the Pensions industry at a Management level
Background in Customer Service or Complaint handling function is preferable
Strong interpersonal, communication and influencing skills to interact with senior management, complainants and various stakeholders at all level.
Good analytical skills with critical mindset to identify issues arising from complaints
Independent and open minded person with good presentation skills to conduct coaching and sharing on complaint handling skills and complex complaints
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.