Assistant Manager Customer Service - Complaints

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Business Descriptor:

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Job Profile:

AM Complaint quality Assurance to funcion in line with the WPB Complaint Handling Quality Assurance Guidelines which provides a framework for conducting the Quality Assurnce (QA) of classification of customer communications, complaints identification and handling complaints. This provides assurance that customers receive a fair outcome, and their complaint is fully investigated. In addition, it ensures all complaints being identified and resolved have followed the correct procedures whilst ensuring regulatory requirements are fulfilled.

Tasks and responsibilities of the job holder may include the following:

• Classification of Customer Communication: Identify potential gaps or risks in the classification of customer communications at WPB contat centre by listening to the customer calls. Ensure agents are following the categorization of customer conversations as complaints, suggestions or queries are executed by the contact centre executives strictly in line with  the bank defined guidelines:

• Ensure customers receive the right outcome: The quality of the decision made during the customer communication and the customer outcome conclusion, i.e. was it fair, clear and not misleading; the appropriateness of the classification in line with the guidelines.

• Quality Assurance reporting and governance : Quality monitoring results should be reported to senior management on a quartelry basis in the Complaint Management forum and also be presented quarterly basis at the Customer Service Comitte of the Exco.

• Improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints to identify and report complaints and other customer feedback trends which indicate where services or processes need review

Certifications, Qualifications & Experience (For the Job – not the Job holder.  Minimum requirements of the Job

• Graduate with 1-3 years of experience in service industry/retail sector/customer service roles
• Excellent communication and inter-personal skills
• Attributes required for the job holder would include:   High Motivation Level and Good analytical skills
• Ability to collaborate with multiple stakeholders to achieve a common objective
• Analytical ability, project management, communication and negotiation skills
• Creativity to adopt and migrate concepts within available resources
• Knowledge of contact centre systems and quality monitoring tools will be an added advantage.

Pro-Tip: Familiarity with AI-enabled tools is an advantage.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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.

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