Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued. 

Retail Banking and Wealth Management serves millions of 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 Care Manager, Resolution and Implementation Team. 

In this role, you will

• ​Review complaints resolved by frontlines to identify root cause and develop preventive measures.
• Conduct root cause analysis of all complaints received from various channel.
• Identify issues and recommend to the department and functional heads possible areas for improvement and resolution in products, service delivery and processes within the business.
• Tracking of preventive and improvement actions and resolution, and liaise with various functions for implementation of actions.
• Conduct training and sharing sessions on complaints handling skills, complex complaints, logging and investigation skills.
• Backup other sub-teams including but not limited to administrative support, handling customer complaints and written enquiries received via different sources independently in accordance with documented procedures within standard turnaround time with high quality output.  

To be successful in this role, you should meet the following requirements

• ​Degree in Business Administration, Finance or other relevant subjects
• Good knowledge of MPF legislation and scheme administration process for MPF and ORSO products
• Good analytical skills with critical mindset to conduct thorough investigation and analyse 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   

For further details and application information please visit our career site, search under reference number 0000DM00 

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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. 

Issued by The Hongkong and Shanghai Banking Corporation Limited