Assistant Customer Resolutions Manager

We are currently seeking an ambitious individual to join our team in the role of Assistant Customer Resolution Manager.

Role Purpose

This role supports the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience within backdrop of customer complaint management and service recovery. The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer’s journey in complaint management, fair treatment and a robust service recovery to reinstate confidence in the Brand is at the forefront of our thinking. This includes compliance to Regulatory and Group requirement on complaints management controls and fostering positive relationship with authorities to have swift view of strategic changes on customer-impact changes across industry.

Responsibilities

• Accountable to elevate IWPB channels’ understanding of standards established by the B...