Assistant Vice President, Customer Resolution - HSBC Life

HSBC Global Services Limited; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading global banking organization based in Singapore is seeking an Assistant Vice President, Customer Resolution. This role involves managing customer complaints through effective communication and problem-solving. The successful candidate will hold a Bachelor's degree, have a background in customer relations within the financial services sector, and possess strong analytical skills. A commitment to improving processes and supporting the team is essential. Competitive remuneration and opportunities for professional development are offered.

Qualifications

• Bachelor’s degree in business, Communication, Marketing, or a related field; insurance knowledge preferred.
• Proven experience in customer relations within the banking or financial services industry.
• Strong analytical skills with the ability to identify root causes and implement effective solutions.
• Excellent communication and interpersonal skills.
• Ability to influence others within a team-oriented environment.
• Knowledge of regulatory requirements related to complaint handling in financial services.

Responsibilities

• Manage the end-to-end process of complaint resolution, ensuring timely outcomes.
• Conduct in-depth investigations into serious customer complaints.
• Act as the primary point of contact for customers throughout the complaint process.
• Serve as the escalation point and subject matter expert for regulatory complaints.
• Identify trends in customer feedback to reduce future complaints.
• Support and coach the Customer Relations team.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Team collaboration

Education

Bachelor’s degree in business, Communication, Marketing, or related field

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll 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:

• Bachelor’s 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

http://www.hsbc.com/careers

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