IWPB Client Services Manager

HSBC
Taipei
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Negotiation","Influencing","Stakeholder management","Communication","Analytical thinking"]

Own the customer due diligence (KYC/CDD) experience after referral by Relationship Managers, coordinating documentation collection, outreach, and ongoing communications. Triage and resolve high-value customer escalations, maintain case quality by monitoring aged items, and use MI and NPS/complaints data to drive performance improvements. Lead end-to-end complaint management, manage quality assurance reviews, and escalate service risks, errors, or systemic issues to protect HSBC’s reputation.

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FursaFursa
HSBC
HSBC
1 month ago

IWPB Client Services Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own the customer due diligence (KYC/CDD) experience after referral by Relationship Managers, coordinating documentation collection, outreach, and ongoing communications. Triage and resolve high-value customer escalations, maintain case quality by monitoring aged items, and use MI and NPS/complaints data to drive performance improvements. Lead end-to-end complaint management, manage quality assurance reviews, and escalate service risks, errors, or systemic issues to protect HSBC’s reputation.
Location: Taipei
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Manage the customer due diligence experience, expectations, and communications following referral/engagement by the Relationship Manager (RM).
  • •Coordinate KYC/CDD activities, including required documentation evidence, client information collection, and customer outreach.
  • •Oversee and prioritise high-value customers and urgent escalations (e.g., blocked accounts, complex queries, remediation cases) to ensure timely, accurate resolution.
  • •Maintain customer interaction quality by monitoring case status, reviewing aged items, and driving continual improvement through feedback.
  • •Own complaint management end-to-end (logging, investigation, resolution) and escalate service risks, errors, or systemic issues appropriately.

Key Requirements

  • •Coordinate customer due diligence (KYC/CDD) including collection of required documentation and client information following referral by the Relationship Manager.
  • •Maintain high standards by monitoring case status, reviewing aged items, and providing feedback to drive continual improvement.
  • •Use MI and customer feedback (including NPS and complaints data) to identify trends and support performance improvement.
  • •Strengthen complaint management through end-to-end logging, investigation, resolution, and appropriate escalation of product or system issues.
  • •Strong knowledge of KYC, CDD, AML, and regulatory compliance requirements with strong analytical/MI skills and accurate prioritisation in a fast-paced environment.
Skills:NegotiationInfluencingStakeholder managementCommunicationAnalytical thinking
Certifications:銀行內部控制與內部稽核測驗 Proficiency Test for Bank Internal Control and Audit
Languages:English
Tech Stack:MINPSMicrosoft OfficeSOPDIM

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