Assistant Vice President, Customer Resolution HSBC Life

Singapore - Singapore

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Some careers have more impact than others.

If youre looking for a career where you can make a real impression join HSBC and discover how valued youll be. 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.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President Customer Resolution.

An Assistant Vice President (AVP) in Customer Resolution at HSBC Life is responsible for overseeing the handling of customer complaints. This role ensures that all customer feedback and grievances are received thoroughly investigated and resolved in accordance with internal policies and regulatory requirements.

In this role you will:

Complaint Handling: Manage the end-to-end process of complaint resolution ensuring timely and fair outcomes for customers
Investigation: Conduct in-depth investigations into serious customer complaints collaborating with relevant departments to gather necessary information
Customer Communication: Act as the primary point of contact for customers throughout the complaint process providing clear and regular updates
Escalation Management: Serve as the escalation point and subject matter expert for regulatory complaint investigations ensuring that serious complaints are appropriately escalated to senior management or regulatory bodies as per policy guidelines
Process Improvement: Identify trends in customer feedback to recommend and implement strategies aimed at reducing the volume and severity of future complaints
Team Leadership: Provide support and coaching to the Customer Relations team particularly in handling complex cases and promote adherence to data standards policies and regulations

To be successful you will need:

Bachelors degree in business Communication Marketing or a related field. Insurance knowledge is preferred
Proven experience in customer relations within the banking or financial services industry
Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions
Excellent communication and interpersonal skills capable of effectively interacting with customers and internal stakeholders
Ability to work collaboratively in a team-oriented environment and influence others to achieve common objectives
Well versed with regulatory requirements related to complaint handling in the financial services sector

Opening up a world of opportunity
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. 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 Hongkong and Shanghai Banking Corporation Limited.

Experience:

Exec

Some careers have more impact than others.If youre looking for a career where you can make a real impression join HSBC and discover how valued youll be. 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 rewa...

Some careers have more impact than others.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President Customer Resolution.

In this role you will:

Complaint Handling: Manage the end-to-end process of complaint resolution ensuring timely and fair outcomes for customers
Investigation: Conduct in-depth investigations into serious customer complaints collaborating with relevant departments to gather necessary information
Customer Communication: Act as the primary point of contact for customers throughout the complaint process providing clear and regular updates
Escalation Management: Serve as the escalation point and subject matter expert for regulatory complaint investigations ensuring that serious complaints are appropriately escalated to senior management or regulatory bodies as per policy guidelines
Process Improvement: Identify trends in customer feedback to recommend and implement strategies aimed at reducing the volume and severity of future complaints
Team Leadership: Provide support and coaching to the Customer Relations team particularly in handling complex cases and promote adherence to data standards policies and regulations

To be successful you will need:

Bachelors degree in business Communication Marketing or a related field. Insurance knowledge is preferred
Proven experience in customer relations within the banking or financial services industry
Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions
Excellent communication and interpersonal skills capable of effectively interacting with customers and internal stakeholders
Ability to work collaboratively in a team-oriented environment and influence others to achieve common objectives
Well versed with regulatory requirements related to complaint handling in the financial services sector

Issued by The Hongkong and Shanghai Banking Corporation Limited.

Experience:

Exec

Key Skills

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About Company

HSBC

HSBC Holdings plc is a British multinational investment bank and financial services holding company. It was the 7th largest bank in the world by 2018, and the largest in Europe, with total assets of US$2.558 trillion.

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