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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Customer Relations Manager - CVM - CUSTOMER RELATIONS.

Principal responsibilities

Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation.Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications.Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements.Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints.Share best practices of complaint handling with other customer facing colleaguesUndertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities.Proactively instill HSBC core values and business principles.