Deputy Director, Customer Relations

Full time
hong-kong 13/08/2018   Full time

Customer Value Management is vital in maintaining HSBC's position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high caliber professional to join our team as Deputy Director, Customer Relations.

Principal responsibilities:
- Lead a new Learning and Development team in Customer Relations and formulate training and competency development strategies and plans for complaint handling staff.
- Organise and deliver trainings and on job coaching programmes for newly onboarded and promoted complaints handling staff to ensure staff could achieve the required complaints handling skills and standards and resolve the complaints effectively.
- Plan and organize products or processes subject matter experts training and sharing sessions to build talent pool of champions with Service Management Excellence knowledge and competency.
- Provide consultation and support on handling high priority and complex cases.
- Ensure the team meets all internal control standards and comply with all internal and external policies and procedures in complaint management.
- Drive best practice sharing and engagement in various customer facing channels to improve skills and quality in the handling customer voices.
- Lead the complaints handling related streamlining initiatives and special projects to improve efficiency and effectiveness of the team's operations.
- Participate in relevant business projects to improve customer experience, manage risks and generate business benefits.
- Plan and organize staff engagement and recognition activities to increase staff engagement and build a highly motivated team.

Requirements:
- University graduates with solid experience in customer service and complaints handling.
- Excellent verbal and written Chinese and English communication skills.
- Highly developed leadership, inter personal and influencing skills.
- All rounded complaints handling skills and breath of knowledge of HSBC Retail Banking and Wealth Management products, services and processes.
- High degree of personal drive and resilience.

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

Location: Kowloon City, Kowloon

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