End-to-End Complaints Resolution Lead

The Hongkong and Shanghai Banking Corporation Limited (HSBC); Taguig; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

The Hongkong and Shanghai Banking Corporation Limited (HSBC) in Taguig, Philippines, is seeking an experienced complaints specialist to manage customer complaints end-to-end across multiple channels, ensuring fair investigations and timely resolutions in line with internal standards and regulatory requirements.

You will deliver excellent customer experience by meeting SLAs, collaborate with branches and frontline teams, perform root cause analysis, and contribute to process improvements while

Qualifications

• Bachelor's degree (or equivalent) required.
• Strong knowledge of retail/personal banking products, services, and processes.
• Proven capability in investigation, problem-solving, and root cause analysis.
• Strong stakeholder management and cross-team collaboration.
• Excellent listening, communication, and interpersonal skills with empathy.
• Ability to work in a high-volume, fast-paced environment with quality and compliance.
• Proficiency in written and spoken English; drafting emails/letters.
• Comfortable coaching/mentoring others.
• Proficiency with computers and standard office apps; learn new systems quickly.

Responsibilities

• Manage customer complaints end-to-end across multiple channels.
• Deliver excellent customer experience by meeting SLAs without compromising quality.
• Drive closure of aged complaints with ownership and follow-through.
• Perform root cause analysis to identify recurring themes and risks.
• Partner with branches and frontline teams to uplift complaint-handling capability.
• Support process and journey improvement initiatives.

Skills

Stakeholder management

Customer focus

Communication skills

Problem solving

Empathy

Team collaboration

English proficiency

Education

Bachelor's degree

Tools

MS Office

MI reporting tools

Job description

The Hongkong and Shanghai Banking Corporation Limited (HSBC) in Taguig, Philippines, is seeking an experienced complaints specialist to manage customer complaints end-to-end across multiple channels, ensuring fair investigations and timely resolutions in line with internal standards and regulatory requirements.

You will deliver excellent customer experience by meeting SLAs, collaborate with branches and frontline teams, perform root cause analysis, and contribute to process improvements while