Assistant Vice President, Customer Resolution

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

Job summary

A leading global bank in Singapore seeks an experienced Assistant Vice President, Customer Resolution. This role requires managing complaint resolution processes, conducting investigations, and acting as the main point of contact for customers. The ideal candidate will have strong analytical skills, experience in customer relations within financial services, and a bachelor's degree in a related field. The position offers opportunities for professional development in an inclusive work environment.

Benefits

Continuous professional development

Flexible working opportunities

Inclusive and diverse environment

Qualifications

• Proven experience in customer relations within banking or financial services.
• Knowledge of insurance is preferred.
• Familiarity with regulatory requirements related to complaint handling.

Responsibilities

• Manage the end-to-end process of complaint resolution.
• Conduct in-depth investigations into serious customer complaints.
• Act as the primary point of contact for customers throughout the complaint process.
• Serve as escalation point for regulatory complaint investigations.
• Identify trends in customer feedback for process improvement.
• Support and coach the Customer Relations team in complex cases.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Interpersonal skills

Team collaboration

Education

Bachelor’s degree in business, Communication, Marketing

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

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 Hongkong and Shanghai Banking Corporation Limited.