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.