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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Client Solutions and Client Intelligence.

Principal Responsibilities

CR is responsible for overall complaint handling for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body which may be internal or externalLead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer RelationsActs as the escalation point of contact and Subject Matter Expert for regulatory complaint investigationsInvestigate and respond to serious customer complaints and provide suitable resolutionsSeek ways to improve the effectiveness of customer's interactions with HSBC, thereby reducing the volume and severity of complaintsIdentify and report complaints and other customer feedback trends which indicate where services or processes need reviewEnsure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policiesTo be an advocate of the Customer Relations team, building relationships with key stakeholders and raising the team profileAct as the voice of the customer during interactions with the businessDevelop and implement strategies to reduce the number of future complaints including Root Cause Analysis and identificationProvide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where requiredEnsure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodiesActively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams