HSBC

5 days ago

IWPB Client Services Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour 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: 3.6

Website LinkedIn

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HSBC

5 days ago

IWPB Client Services Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

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

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: 3.6

Website LinkedIn