Customer Service Team Manager Business Banking commercial Banking - Business Banking
HSBC Group
Hong Kong, China


Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

Through Business Banking our global network offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Business Banking team of Relationship Managers and Product Specialists provides a range of end-

to-end solutions designed to help small and large businesses reach their potential.

We are currently seeking a high caliber professional to join our team as Customer Service Team Manager Business Banking commercial Banking .

Principal responsibilities

  • Manage the team of Customer Service Officers to provide relationship management support to Relationship Managers
  • Oversee the accuracy and completeness of post sales operation support conducted by Customer Service Officers
  • Keep the team abreast of the changes in the latest CMC, operational guidelines and policies
  • Monitor the Customer Service Officers' performance and service support including but not limited to enquiries handling, transaction support and Relationship Management customer service
  • Support Directors and Relationship Managers in delivering efficient and quality service to customers in a consistent manner
  • Monitor operational performance and Service Level Agreements provided by other internal departments
  • Liaise with internal counterparts to resolve operational issues and customer complaints
  • Represent respective Group, Business Banking District including Centre and Relationship Management teams to manage and support seamless implementation of business initiatives by coordinating with frontline, SPH, Change Delivery and Service Delivery
  • Requirements

  • Secondary education or above, with solid relevant working experience
  • Be customer focused with excellent interpersonal and communication skills
  • Thorough understanding of the general banking products and services and operational procedures of the Bank
  • Good knowledge of the Bank's credit assessment and approval process, credit operations and security documentations
  • Strong leadership skills including coaching, motivation and the ability to engender ownership of Commercial Banking priorities in others
  • Good command of English, both written and verbal
  • Proficiency in Microsoft Word and Excel, as well as Lotus Notes, Online Banking System, Customer Relationship Management System and Credit Approval and Relationship Management
  • 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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