Customer Experience Complaints Manager – UAE National

Customer Experience Complaints Manager 

HSBC International Wealth and Premier Banking (IWPB)
We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world..

We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

•    Identifying service deficiencies / gaps – root cause of issues and highlighting them to ensure non-recurrence
•    Undertake initiatives with Branches/CSUs/RCC to improve the staff related issues, by conducting branch visits, shadowing of frontline roles, coaching staff to improve their job skills, behavior and attitude towards customers.
•    Work on and / or highlight to projects /streamlining teams’ issues and areas of improvement in the bank’s various processes in an effort to improve the customers’ experience.
•    Assisting the bank with ensuring that long standing complaints are resolved as quickly as possible. (such as those breaching SLA more than 30 and 60 days).
•    Train and coach all complaint handlers (such as Frontline staff), whenever required, on how to handle complaints, by providing training sessions for groups and for individuals.
•    Customer interactions in the right formal business standards (through written communication – emails and letters, verbal communication – phone and face-to face interactions) with customers to ensure the right resolution of their complaints/queries/requests.

The jobholder will ensure to use our standardized approach in handling complaints by adhering at all times to the UAE Complaints Handling procedure in identifying, handling, resolving and reporting of complaints. This approach will allow HSBC to demonstrate that we investigate and resolve complaints in a fair, consistent and timely manner.

To be successful in the role, you should meet the following requirements:
Knowledge / Experience
•    Graduation degree is a must – to secure a UAE Visa and Work Permit
•    Knowledge of Personal Banking Products, Services and Procedures in Retail Banking such as
o    Assets and Wealth – Accounts, Demand Deposits, Investment and Insurance
o    Lending – Credit Card, Personal Loan, Auto Loan and Home Loan
o    Support Services
o    Complaint Handling
o    Financial Crime, etc
•    Excellent communication (listening and speaking) and interpersonal skills
•    Fluency to speak and write in English
•    Demonstrated ability to handle customers or has been in a customer facing role
•    Demonstrated ability to rapidly build relationship with key stakeholders at all levels in the organisation
•    Competent use of personal computers, laptops and other digital devices
•    Knowledge of HSBC Systems

You’ll achieve more at HSBC
www.hsbc.com/careers

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.
We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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.

Issued by The Hong Kong and Shanghai Banking Corporation Limited