Customer Experience Complaints Manager (UAE National Only)

HSBC; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

HSBC UAE is seeking a customer complaints professional to manage and resolve complaints and queries across multiple channels in line with UAE procedures. You will drive root-cause fixes, uplift frontline capability, and improve loyalty by delivering timely investigations and accurate outcomes.

Ideal candidates will have a degree and strong knowledge of Retail/Personal Banking products, with excellent English and at least 12 months in a customer-facing role.

Qualifications

• Degree is required to obtain UAE work permit.
• Strong knowledge of Retail/Personal Banking products, services, and procedures.
• Excellent listening, speaking, and interpersonal skills.
• Fluent written and spoken English.
• Minimum 12 months in a customer-facing role or handling customers directly.
• Proven ability to build relationships with stakeholders at all levels.

Responsibilities

• Root cause & prevention: identify service gaps, analyse root causes, and escalate themes to prevent recurrence.
• Frontline uplift: address staff-related issues through branch visits, shadowing, coaching, and improvement measures.
• Process improvement: support initiatives to streamline processes affecting customer experience.
• Aged complaint resolution: close long-standing complaints, including SLA breaches, with momentum and ownership.
• Training & coaching: train complaint handlers via group sessions and 1:1 support.
• Customer communication standards: manage interactions across email, letters, phone, and face-to-face with professional tone.

Skills

Complaint handling

English fluency

Stakeholder management

Digital tools

Active listening

Relationship building

Education

Bachelor's degree

Tools

HUB

SFE

CMS

eChamps

GPS

Job description

Some careers grow faster than others. If you’re 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.

Role purpose

In this role you will be required to manage and resolve customer complaints and queries received across multiple channels, ensuring strict adherence to the UAE Complaints Handling procedure. The role focuses on fair, consistent, and timely investigations, turning complaints into positive customer outcomes and improving loyalty. You’ll also drive root-cause fixes and uplift frontline complaint-handling capability across Distribution.

Key complaint intake channels

• Customer Experience UAE Inbox and HSBC UAE Help Inbox
• Distribution teams: Branches, CSUs, Wealth, Contact Centre, Employee Banking Solution, Telemarketing, Direct Sales, Collections
• Social media: X (Twitter), Facebook, Instagram

Key Responsibilities

• 1. Root cause & prevention: Identify service gaps/deficiencies, analyse root causes, and escalatethemes to prevent recurrence.
• 2. Frontline uplift: Partner with Branches/CSUs/RCC to address staff-related issues through branch visits, shadowing, coaching, and behavioural/service improvement.
• 3. Process improvement: Raise and/or support initiatives with projects/streamlining teams to improve processes impacting customer experience.
• 4. Aged complaint resolution: Drive closure of long-standing complaints, including SLA breaches (30/60+ days), ensuring momentum and clear ownership.
• 5. Training & coaching: Train and coach complaint handlers (including frontline staff) via group sessions and 1:1 support when required.
• 6. Customer communication standards: Handle customer interactions professionally across email/letters, phone, and face-to-face, ensuring accurate outcomes and appropriate tone.

In order to apply for this role, you will ideally have the following

• Degree is required in order to obtain UAE work permit
• Strong knowledge of Retail/Personal Banking products, services, and procedures, including:
  • Assets & Wealth: accounts, deposits, investments, insurance
  • Lending: credit cards, personal/auto/home loans
  • Support services
  • Complaint handling
  • Financial crime awareness
• Excellent listening, speaking, and interpersonal skills
• Fluent written and spoken English
• Minimum 12 months in a customer-facing role or handling customers directly
• Proven ability to build relationships with stakeholders at all levels
• Confident use of PCs/laptops and digital tools

Systems knowledge (preferred)

• HUB, SFE
• eChamps (Whirl optional)
• STP, IQ Advance, GWIS Gold
• Digital banking tools (e.g., Splunk, OMT, GDI)
• Global Payments systems (GPS, GPS Archive, GPI)
• Complaint Management System (CMS)

You’ll achieve more when you join HSBC.

www.hsbc.com.uk/careers

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. 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.