Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel (Kowloon City, Kowloon, HK)

HSBC
Anywhere
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: certificationSkills: ["Communication","Problem-solving","Customer service"]

Lead a team in HSBC’s Wealth & Personal Banking contact centre and remote channel to deliver high-quality customer service, interpret and resolve complex enquiries across vocal and digital channels, mentor agents, handle disputes and suspected fraud, and achieve defined KPIs while ensuring regulatory compliance.

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HSBC
HSBC
6 months ago

Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel (Kowloon City, Kowloon, HK)

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Last checked: 17 minutes agoStatus: Live

Job Summary

Lead a team in HSBC’s Wealth & Personal Banking contact centre and remote channel to deliver high-quality customer service, interpret and resolve complex enquiries across vocal and digital channels, mentor agents, handle disputes and suspected fraud, and achieve defined KPIs while ensuring regulatory compliance.
Location: Anywhere
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Handle inbound calls and provide high-quality service to top-tier customers; resolve enquiries and communicate professionally via digital channels
  • •Interpret and analyze customer enquiries from vocal and digital channels to understand needs and offer tailored financial products, services, and solutions
  • •Assist Senior Team Managers in leading and mentoring agents to enhance capabilities and performance
  • •Handle disputes and customer complaints or suspected fraud cases as required
  • •Deliver upon KPIs and regulatory requirements; ensure procedures and policies safeguard customers and the bank's interests

Key Requirements

  • •Higher Diploma or above
  • •Proficient in written and spoken English and Chinese; Mandarin is an advantage
  • •3+ years of relevant customer service experience in a banking/financial institution environment or contact centre is preferred
  • •HKSI 1, 7, 8 and IIQE 1, 2, 3; compliance with CPD requirements
  • •Strong customer service mindset with excellent communication and problem-solving skills
Experience:3+ yearsBankingRetail banking
Education:Certification / Diploma
Skills:CommunicationProblem-solvingCustomer service
Certifications:HKSI 1HKSI 7HKSI 8IIQE 1IIQE 2IIQE 3
Languages:EnglishChinese

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn