Customer Relations Deputy Director (Kowloon City, Kowloon, HK)

HSBC
Hong Kong
Workplace: OnsiteFull timeFunction: Executive & General ManagementEducation: bachelorsSkills: ["Customer-centricity","Mediation","Analytical","Problem-solving","Communication"]

Lead end-to-end complaint handling and service recovery across multiple channels, ensuring fair outcomes, regulatory compliance, and strong risk awareness. Own complex cases, drive investigations and audit-ready documentation, and use root-cause analysis to recommend process improvements that enhance customer experience. Coach teams and partner with stakeholders to meet complaint KPIs and service standards, while monitoring actions to closure and effectiveness.

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FursaFursa
HSBC
HSBC
3 days ago

Customer Relations Deputy Director (Kowloon City, Kowloon, HK)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead end-to-end complaint handling and service recovery across multiple channels, ensuring fair outcomes, regulatory compliance, and strong risk awareness. Own complex cases, drive investigations and audit-ready documentation, and use root-cause analysis to recommend process improvements that enhance customer experience. Coach teams and partner with stakeholders to meet complaint KPIs and service standards, while monitoring actions to closure and effectiveness.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Manage and resolve customer complaints from all channels in line with internal guidelines and external regulatory requirements.
  • •Own complex and sensitive complaint cases, applying sound judgement, confidentiality, and customer-centric decision-making; escalate high-risk cases to senior management with recommended actions.
  • •Conduct investigations by gathering evidence, reviewing records, and interviewing relevant parties; maintain accurate case notes and audit-ready documentation.
  • •Analyse complaint trends and root causes, recommend and drive remedial actions and process improvements to prevent recurrence and improve customer experience.
  • •Provide training/coaching, support governance and guideline reviews, and support management reporting on complaint trends, risks, KPIs, and key cases.

Key Requirements

  • •University graduate.
  • •Solid experience in customer service with strong exposure to complaint handling and service recovery.
  • •Background in life insurance (knowledge of employee benefits is an advantage).
  • •Customer-centric, outcome-focused approach with strong mediation, analytical, and problem-solving skills.
  • •Proficient in MS Word, Excel, and PowerPoint, with strong verbal and written English and Chinese.
Experience:Life insuranceCustomer service
Education:Bachelor's
Skills:Customer-centricityMediationAnalyticalProblem-solvingCommunication
Certifications:Insurance Intermediaries Qualifying Examination Paper 1Insurance Intermediaries Qualifying Examination Paper 3Insurance Intermediaries Qualifying Examination Paper 5
Languages:EnglishChinese
Tech Stack:MS WordExcelPowerPoint

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