Customer Experience Complaints Manager
| Company Name: | HSBC |
| Employment Type: | Full Time |
| Location: | Dubai |
| Experience: | 2-5 years |
| Degree: | Bachelor |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. 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. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for 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 an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets. In this role, you will: This role will essentially handle and manage all complaints and queries received from the following channels: • HSBC UAE Help Inbox • Customer Experience UAE Inbox • Social Media (Twitter, Facebook & Instagram) and • Distribution Team (includes Branches, Customer Services Units, Contact Center, Employee Banking Solution, Telemarketing and Direct Sales team and Collections) Additional Responsibilities: • 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. Role Motto is: • To turn customer complaints into a positive experience by providing superior services and gaining customer loyalty at all time. • To ensure that a competent and consistent standard of Customer Service is continuously offered to an increasingly diverse range of Customer communication. To be successful in the role, you should meet the following requirements: Knowledge & Experience Knowledge of Personal Banking Products, Services and Procedures in Retail Banking such as Assets and Wealth – Accounts, Demand Deposits, Investment and Insurance Lending – Credit Card, Personal Loan, Auto Loan and Home Loan Support Services Complaint Handling Financial Crime, etc Excellent communication (listening and speaking) and interpersonal skills Fluency to speak and write in English Bachelor’s Degree 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 such as • HSBC Universal Banking (HUB) and Staff Front End (SFE) • eChamps (and Whirl, Optional) • STP • IQ Advance • GWIS Gold • Digital Banking Systems (such as Splunk, OMT, GDI, etc) • Global Payment System’s (such as GPS, GPS Archive and GPI) • Complaint Management System (CMS) For further details and application information please visit our careers site, searching under reference number 0000GYKX. You’ll achieve more at 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. 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. |
