AVP, Customer Resolution — Flexible Working

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

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.