Retail Service Manager

HSBC Global Services Limited; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading international bank in Dubai is seeking a Retail Service Manager who will play a key role in ensuring exceptional customer service and operational efficiency. The ideal candidate will support frontline teams managing customer queries and complaints while implementing process improvements to enhance the customer experience. Strong leadership, problem-solving skills, and stakeholder collaboration are essential. A graduation degree is required for visa purposes, alongside proven customer service experience and excellent communication skills.

Benefits

Flexible working hours

Opportunities for professional development

Inclusive working environment

Qualifications

• Mandatory graduation degree to secure a UAE Visa and Work Permit.
• Proven experience in handling customer service in various formats.
• Excellent command of spoken and written English.

Responsibilities

• Support the frontline team in handling customer queries and complaints.
• Conduct quality checks for compliance with complaints-handling policies.
• Implement strategies to enhance customer experience.

Skills

Customer service management

Leadership

Problem-solving

Stakeholder management

Communication

Education

Graduation degree

Tools

HUB

SFE

GWIS

MMX

AAPs

iQueue

Live Sign

Job description

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

The Retail Service Manager plays a key role in ensuring exceptional customer service and operational efficiency. The manager will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and implementing process improvements to enhance customer experience. This role requires strong leadership, problem-solving skills, and the ability to collaborate with multiple stakeholders. Ability to lead and manage a team of individuals to drive service excellence and sales support for frontline team

Duties & Responsibilities:

• Drive the service team to support the frontline team in handling customer queries and complaints raised on MMX.
• Ensure close monitoring of the team on timely follow-ups on investigations, customer instructions, queries, and complaints.
• Work closely with stakeholders to achieve First Contact Resolution of customer complaints on daily basis.
• Conduct quality checks on MMX (Complaints Management System) to ensure compliance with complaints‑handling policies.
• Ensure ‘No Fail’ is recorded by the Customer Experience (CE) team during quality checks on complaints resolution.
• Continuously analyze customer feedback through various channels such as social media feedback, customer queries and complaints and other channels to drive service improvements.
• Suggest and implement strategies to enhance customer experience.
• Conduct a fair analysis of staff complaints and validate them with the Customer Experience team.
• Organize regular feedback and training sessions for the frontline team and channel partners to improve efficiency and knowledge.
• Communicate directly with customers and related stakeholders to ensure smooth resolution of pending cases.
• Maintain a strong liaison with stakeholders to collaboratively resolve issues and build healthy relationships.
• Ability to lead and manage a team of individuals to drive service excellence and sales support for frontline team
• Support the frontline team in handling payment and fund transfer‑related queries and complaints.
• Coordinate with customers and stakeholders to ensure prompt resolution of issues.
• Handle and assist customers through email, phone, and face‑to‑face meetings when required.
• Lead the team to contact customers on various campaign or support related matters for channels & segments across IWPB
• Ability to meet face to face or contact customer for any kind of sales support or service support related activity for any channel or segment

Experience & Qualifications:

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit
• Proven experience in handling customer service via email, phone, and in‑person interactions.
• Strong knowledge of operating systems such as HUB, SFE, GWIS, MMX, AAPs, and iQueue, Live Sign.
• Excellent command of spoken and written English.
• Customer‑centric mindset with a proactive approach to delivering best‑in‑class service.
• Strong problem‑solving, leadership, and stakeholder management skills.

For further details and application information please visit our careers site, searching under reference number.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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

Retail Service Manager UAE National • Dubai, Duba, AE