Customer Experience Head - HSBC Life
Kowloon City, Kowloon, Hong Kong

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.

As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC Life is a world-class institution where you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment.

We empower our team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients.

The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high caliber professional to join our team as Customer Experience Head .

Principal responsibilities

  • Formulate the customer satisfaction and communications excellence strategy and improving customer satisfaction to support customer acquisition and strengthen customer loyalty.
  • Manage all customer communications touchpoints, including to take ownerships on some of the customer correspondences, marketing materials and customer toolkits or working with other internal parties to ensure the customer voice and preference are reflected in others such as claims.
  • Develop and execute strategies and initiatives to reduce customer complaints, in additions to overseeing the handling of customer complaints from investigations to resolutions on a day to day basis
  • Accountable for a long term customer satisfaction and communications excellence strategy.
  • Support customer acquisition and retention by representing the Customer Team to participate in various work groups to ensure seamless customer experience while meeting the business requirements.
  • Manage a team to drive communication excellence and lead the market standard by an embedded customer-centric approach in our editorial, written and communication style.
  • Manage another team to own all insurance customer complaints end to end, and to develop strategies to reduce customer complaints and meet all Key Performance Indicators, as well as to ensure serious complaints are escalated to internal parties and senior management if required.
  • Requirements

  • University Degree Holder in Finance, Marketing, Communications or Business related studies. Post Graduate degree is preferred
  • Solid years of experiences in Banking or Insurance industry with proven track record in developing proposition initiatives
  • Proven track record in driving customer service excellence and handling of customer complaints with positive resolution
  • Solid experience in liaising with insurance regulators
  • Extensive knowledge of bancassurance operation and distribution channels would be an advantage.
  • Well developed communication, interpersonal and project management skills, with excellent relationship skillset in dealing with stakeholders and vendor
  • Excellent planning, analytical, problem solving and decision making skills
  • Ability to handle multi-tasks in a fast-pace work environment, motivate the teams and counterparts and prioritize work assignments
  • High levels of energy and enthusiasm, with the ability to influence and engage in a positive and inspiring manners
  • Fluent in English and Cantonese. Proficiency in Mandarin is an advantage
  • Articulate in written English and Chinese with strong translation skills
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