Customer Experience Complaints Manager

6 months ago


UAE, United Arab Emirates HSBC Full time

-Job description

**Customer Experience Complaints Manager (UAE Nationals Only) - 0000K583**

**Some careers grow faster than others.**
If you are looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 resolute 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 to provide a world class service to our most valuable clients.

**In this role, you will**:

- Manage all complaints and queries received through Distribution Teams, social media and Customer Experience UAE Inbox and HSBC UAE Help Inbox.
- Identify service deficiencies / gaps - root cause of issues and highlight 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.
- Highlight areas of improvement in the bank’s various processes in an effort to improve the customers’ experience.
- Assist 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.
Requirements

**To be successful in the role, you should meet the following requirements**:
**Knowledge / Experience**
- Bachelor Degree is mandatory for UAE Visa and Work Permit
- 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
- Excellent communication (listening and speaking) and interpersonal skills.
- Demonstrate ability to handle customers or has been in a customer facing role.
- Demonstrate ability to rapidly build relationship with key stakeholders at all levels in the organization.

**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.
Issued by The Hong Kong and Shanghai Banking Corporation Limited.



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