Customer Service Manager - Retail Banking and Wealth Management
HSBC Group
Hong Kong, China


Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Retail Banking and Wealth Management serves more than 50 million 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 Service Manager .

Principal responsibilities

  • Manage the platform and counter focus and ensuring that customers are receiving high levels of customer service
  • Ensure smooth branch operation and achieve satisfactory audit rating through meeting all internal and external requirements of control and service standard
  • Monitor the branch’s performance and make changes if necessary
  • Be responsible for coaching staff to consider customers’ current and future circumstances and to maintain a focus on operational integrity
  • Identify coaching and training needs, suggesting different approaches and monitoring success
  • Ensure all customer interfacing jobs are resourced by appropriately trained staff
  • Collaborate amongst streams at branch to deliver branch goal
  • Proactively instill HSBC core values and business principles
  • Requirements

  • University degree in a relevant discipline preferred
  • Possess proven customer service and branch operations experience
  • Totally customer focused mindset and good commercial orientation
  • High degree of personal drive and resilience
  • Possess Investment and Insurance licenses
  • Good written and verbal communication skills, fluent in English & Cantonese and Putonghua.
  • You’ll achieve more when you join HSBC. Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

    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

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