Deputy Director, Customer Relations - Customer Value Management

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • HSBC
  • 18 Sep 18 2018-09-18

Deputy Director, Customer Relations - Customer Value Management

Some careers shine brighter than others
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.

Customer Value Management is vital in maintaining HSBC's position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high caliber professional to join our team as Deputy Director, Customer Relations.

Principal responsibilities

  • Lead a team of managers to effectively resolve customer complaints on Retail Banking and Wealth Management services to improve customer satisfaction, while directly handling high priority and complex cases.
  • Ensure all service targets in complaint handling are met.
  • Directly liaise with counter parties in the HKMA, other industry bodies and offices on customer complaints and how they are being managed.
  • Ensure the team meets all internal control standards and comply with all internal and external policies and procedures in complaint management.
  • Drive best practice sharing in various customer facing channels to improve skills and quality in the handling customer voices
  • Identify potential financial losses, operational and reputational risks, pro actively containing these losses and risks.
  • Raise concerns with senior management at the right time. Contribute to annual planning and budget exercises to achieve business goals.
  • Proactively communicate business strategies, goals, priorities, issues and performance to the team while instilling HSBC core values and business principles
  • Challenge status quo, develop managers and other team members to build a highly motivated team and allow individuals to reach their full potential.
  • Lead relevant business projects to improve customer experience, manage risks and generate business benefits


Qualifications
Requirements
  • University graduates with solid experience in customer service and communication
  • Excellent verbal and written Chinese and English communication skills
  • Highly developed leadership, inter personal and influencing skills
  • Knowledge of Retail Banking and Wealth Management High degree of personal drive and resilience


You'll achieve more when you join HSBC.

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

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.