PayMe CSO Assistant Manager - Retail Banking and Wealth Management

Job description

Some careers shine brighter than others

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as PayMe CSO Assistant Manager .

Principal responsibilities

· ​Handle and review verbal and written enquiries received from contact center and other frontline departments
· Resolve customer complaints in an effective and efficient manner
· Investigate and do root cause analysis on customer feedback and incidents
· Translate the customer feedback and root cause analysis to actionable insight that helps drive a continuous improvement in PayMe's service proposition
· Document newly designed process in actionable procedures
· Participate in initiatives to streamline processes to improve efficiencies and customer experience, drafting process enhancement proposals where necessary
· Lead key initiatives as assigned and acquire feedback and agreement from all stakeholders, including senior leadership
· Train stakeholders internally and outside customer service operations
· Participate in product enhancement initiatives and assess the impact on customer service operations and beyond

Desired profile

Qualifications :

Requirements

·  ​Experience in customer service within the financial industry
·  Candidate must be proficient in both English and Cantonese
·  Customer focused with a Can do mentality
·  Highly analytical and curious in nature
·  You don't take anything at face value but challenge processes, procedures, ways of working
·  Risk aware and minimizes the likelihood of it occurring. Protects the HSBC and PayMe brand at all times
·  A true team player who is able to drive self and others to achieve collective goal
·  PayMe CSO operates seven days a week and will require rotational weekend work

You'll achieve more when you join HSBC.

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.