VP Customer Relations - Senior Case Manager - Wealth & Personal Banking

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Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC's wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.

We are currently seeking a high calibre professional to join our team as a VP Customer Relations - Senior Case Manager.

Principal Responsibilities

• CR is responsible for overall complaint handling for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body which may be internal or external
• Lead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer Relations
• Acts as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations
• Investigate and respond to serious customer complaints and provide suitable resolutions
• Seek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaints
• Identify and report complaints and other customer feedback trends which indicate where services or processes need review
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
• To be an advocate of the Customer Relations team, building relationships with key stakeholders and raising the team profile
• Act as the voice of the customer during interactions with the business
• Develop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identification
• Provide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where required
• Ensure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodies
• Actively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams

Requirements

WPB operates in a highly competitive and regulated environment. Under the current market conditions, product offerings are increasingly commoditized and pricing is competitive. Therefore, RBWM needs to focus on delivering the desired customer experience that we have promised our customers so that HSBC can differentiate ourselves from our competition and sustain business growth and success.

• The position holder will drive a structured approach to complaint management framework and identify gaps from customer complaints
• The job holder must align the actionable plans to RBWM's business goals and the Group overall strategy in driving and sustaining the HSBC brand of customer experience
• Strong experience in Customer Relations with positive track records
• Minimum of a bachelor's degree in business, communication or marketing, or related field or equivalent experience
• Strong knowledge of management reporting, quality issues
• Proven track record of communicating effectively within the organization and with customer groups
• Ability to work in a team-oriented environment and effectively influence and communicate

To be considered for this role, the relevant rights to work in Singapore is required.

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Issued by The Hongkong and Shanghai Banking Corporation Limited.