HSBC

Customer Relations Manager - Retail Banking and Wealth Management

HSBC
Full Time
Junior (less than 3 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Customer Relations Manager - Retail Banking and Wealth Management

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.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Customer Relations Manager.
Principal responsibilities
  • Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation 
  • Improve frontline service quality and complaint handling skills
  • Share best practice with other customer facing units 
  • Proactively instill HSBC core values and business principles
  • Build a highly motivated and engaged team and develop them to reach their individual potential
  • Maintain service excellence and effectiveness in professional handling of customer response
  • Recommend practical and effective service recovery action to improve customer satisfaction and recommendations
  • Improve frontline service quality and complaint handling skills
  • Undertake speedy actions to minimize the impact of major incidents affecting Retail Banking and Wealth Management

Qualifications

Requirements
  • University degree in a relevant discipline 
  • Established customer service and communication experience                                           
  • Totally customer focused mindset and good commercial orientation 
  • High degree of personal drive and resilience 
  • Excellent written and verbal communication skills, fluent in English, Cantonese and Putonghua. 
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
  • Wealth Management