Customer Resolutions and Complaints Manager

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In Wealth and Personal Banking (WPB) , we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. Retail Banking plays a crucial role in executing the Wealth and Personal Banking strategy, providing strategic advice, frameworks and guidance to markets, that ensure all customer journeys, products and services are sustainable, inclusive and built with customers at the heart. Retail Banking brings together a united retail business, made up of the following global teams: Segments, Retail Products, Shared Services Contact Centre, Distribution and Enablers spanning Customer Experience, Marketing, Data and Analytics, Business Architecture, Sustainability and Inclusion for Wealth and Personal Banking

This role supports the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience within backdrop of customer complaint management and service recovery.

The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer’s journey in complaint management, fair treatment and a robust service recovery to reinstate confidence in the Brand is at the forefront of our thinking. This includes compliance to Regulatory and Group requirement on complaints management controls and fostering positive relationship with authorities to have swift view of strategic changes on customer-impact changes across industry. It is a specialist and strategically focused role. demonstrates leadership to drive strong quality outcome in end-to-end customer journey in complaints management including advisory to all stakeholders on what good looks like to win back a customer in complaints handling. The role must also possess strong analytical acumen to identify top customer pain points root-causes from complaints received and steer first contact resolution with all stakeholders. It must stimulate thinking and action to rebuild customer relationship in complaints management and iterative improvement to continuously elevate our customer experience in banking with us.

The role holder is a key contributor to lead effective complaints management in Customer Resolutions team and across WPB:

• Accountable to elevate WPB channels’ understanding of standards established by the Bank and regulatory bodies for complaints management.
• Drive advocacy of effective complaints management and fair treatment in customer resolution oversight across all HSBC and HSBC Amanah channels
• Drives quality resolutions outcome in complaints handling in accordance with regulatory requirements and HSBC group standard.
• Drives reduction of complaints and improved first level resolution by identifying top customer pain point root-causes and prioritization for fixes in collaboration with CX team.
• Responsible in measurement and tracking of key customer metrics outcome and lead advisory to stakeholders to improve overall SLA and customer experience.

• At least 5 years of experience in a customer experience management role.
• Applicant must possess high emotional intelligence especially in customer engagement
• A strategic thinker who will be able to support and deliver results to achieve the objectives that has been defined for Customer Experience team.
• An individual that strong aptitude in problem solving
• Ability to work with different levels of management, cross business representatives.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritised.

Opening up a world of opportunity

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Issued by HSBC Bank Malaysia Berhad