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 - CUSTOMER OPINION HOTLINE.

Principal responsibilities

Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.Actively participates in benchmarking and calibration sessions.Manage internal and external escalations, monitor the escalations trend and identify significant issues/hot topics, conduct thorough investigation and analyze the root cause.Provide valuable recommendations which aim to streamline the end to end process for the complicated workflows, optimize bank’s procedures, provide strategic support to the customer experience.Support the delivery of effective processes and propose improvements/efficiencies as required. Identify procedural lapses/improvements and feedback as appropriate to both agents and in to the new starter training.Committed in achieving department and organization goals and objectives.

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 - CUSTOMER OPINION HOTLINE.

Principal responsibilities

Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.Actively participates in benchmarking and calibration sessions.Manage internal and external escalations, monitor the escalations trend and identify significant issues/hot topics, conduct thorough investigation and analyze the root cause.Provide valuable recommendations which aim to streamline the end to end process for the complicated workflows, optimize bank’s procedures, provide strategic support to the customer experience.Support the delivery of effective processes and propose improvements/efficiencies as required. Identify procedural lapses/improvements and feedback as appropriate to both agents and in to the new starter training.Committed in achieving department and organization goals and objectives.Experience as a quality lead in an operations environment, and quality management.Ability to conduct training gap analysis and build actions to bridge any gaps.Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.Proficient in English; excellent interpersonal, oral and written communication skills required.Ability to think broadly and strategically rather than focus on short term, local challenges.Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace.Comfortable in initiating and willing to challenge the status quo.Comfortable with ambiguity and able to navigate through and deliver in changing strategic and commercial contexts.Ability to work in a team, and alone, with minimal supervision and act on own initiative.Ability to work and influence decision making in matrix based environment.Ability to write good quality business letters/emails/reports; Ability to learn quickly transfer knowledge appropriately.Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events.Good knowledge of Excel and PPT and able to work on various MIs and presentations.Able to write call quality assessment reports with fluidity and style.Good judgment, decision making and problem solving skills.Good planning and organizing skills.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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.

Experience as a quality lead in an operations environment, and quality management.Ability to conduct training gap analysis and build actions to bridge any gaps.Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.Proficient in English; excellent interpersonal, oral and written communication skills required.Ability to think broadly and strategically rather than focus on short term, local challenges.Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace.Comfortable in initiating and willing to challenge the status quo.Comfortable with ambiguity and able to navigate through and deliver in changing strategic and commercial contexts.Ability to work in a team, and alone, with minimal supervision and act on own initiative.Ability to work and influence decision making in matrix based environment.Ability to write good quality business letters/emails/reports; Ability to learn quickly transfer knowledge appropriately.Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events.Good knowledge of Excel and PPT and able to work on various MIs and presentations.Able to write call quality assessment reports with fluidity and style.Good judgment, decision making and problem solving skills.Good planning and organizing skills.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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.