• People Responsibility: N
• Reports To: SVP and Head of Fraud, Credit and Control Services
• Role Purpose: this role is the custodian of the customer voice from a complaints perspective. The role leads end-to-end complaint management, drives timely and fair customer outcomes, and strengthens complaint-handling capability across customer-facing channels. The role also delivers accurate complaint MI and insight to reduce repeat issues and mitigate potential financial and reputational risk, whilst maintaining compliance with regulatory requirements and HSBC standards.
• Job Contents:
  • Plan, drive and close management for the end-to-end process of IWPB complaints, with quality maintained in accordance with regulatory requirements.
  • Contribute to IWPB performance through effective service resolutions and strong management of customer voice, ensuring fair outcomes and reducing repeat drivers of complaints.
  • Ensure proper and timely completion of complaint resolution to support IWPB strategies and improve customer outcomes.
  • Ensure complaint data accuracy and drive insightful analysis for timely and actionable management information.
  • Lead, coach and develop the Customer Relations team to create an inclusive, high-performing, customer-centred culture aligned to HSBC values.
  • Implement processes, infrastructure and resources needed to deliver team plans and targets; identify and implement improvements to maximise effectiveness and efficiency.
  • Communicate and embed HSBC policies and procedures to ensure good operational management, policy/procedural compliance, and early identification and effective resolution/escalation of issues.

Experience/Skills

• University or above graduated

• Has relevant experience, including proven senior management experience or equivalent

• Strong knowledge of customer service concepts and their impact on customer relationships

• Proven track record of communicating effectively within the organisation and with customer groups

• Strong managerial, analytical, communication, decision-making, influencing and interpersonal skills

• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines and levels

• Knowledge of the organisation and its products, processes and pertinent regulations affecting delivery

• Strong ability to credibly interact with senior management

Pre-requisite License Requirement: Nil