Senior Customer Relations Manager

Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned. Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks. Collect and report on customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints Share best practices of complaint handling with other customers facing colleagues Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities Proactively instill HSBC core values and business principles Bachelor's Degree in Finance, business or related discipline; University degree in related discipline or relevant experience Work experience in financial institutions including good exposure to complaint handling tasks and customer-facing experience Familiar with retail and wealth management products and services plus and related operations preferred Customer centric mindset, strong business sense plus positive and sincere work attitude High degree of personal drive and resilience Excellent written and verbal communication skills including fluent in English, Cantonese, and Putonghua