Senior Customer Relations Manager - Customer Value Management
Hong Kong, Hong Kong
source : EFinancialCareers Ltd.

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.

Customer Value Management is vital in maintaining HSBC's position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers.

The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high caliber professional to join our team as Senior Customer Relations Manager .

Principal responsibilities

  • Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
  • Improve frontline service quality and complaint handling skills
  • Share best practice with other customer facing units
  • Proactively instill HSBC core values and business principles
  • Build a highly motivated and engaged team and develop them to reach their individual potential
  • Maintain service excellence and effectiveness in professional handling of customer response
  • Recommend practical and effective service recovery action to improve customer satisfaction and recommendations
  • Improve frontline service quality and complaint handling skills
  • Undertake speedy actions to minimize the impact of major incidents affecting Retail Banking and Wealth Management
  • Requirements

  • Established customer service and communication experience
  • Totally customer focused mindset and good commercial orientation
  • High degree of personal drive and resilience
  • Excellent written and verbal communication skills, fluent in English, Cantonese and Putonghua
  • University degree in a relevant discipline
  • 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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