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

Manage the customer due diligence experience for referred and engaged clients, coordinating KYC/CDD activities including evidence and outreach. Oversee high-value customers and urgent escalations (e.g., blocked accounts), monitor case status and aged items, and use MI and feedback such as NPS and complaint data to drive performance improvement. Lead end-to-end complaint logging, investigation, resolution, QA reviews, and appropriate escalation of service risks and systemic issues while partnering across KYC Ops, Compliance, Risk, IT, and other stakeholders.

Location: Taipei

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•Manage customer due diligence experience, communications, and expectations following referrals/engagement by the Relationship Manager (RM).
•Coordinate KYC/CDD activities, including collection of required documentation and client information, and execute customer outreach.
•Oversee and prioritize high-value customers and urgent escalations, ensuring timely and accurate resolution.
•Monitor case status and aged items, deliver feedback for continual improvement, and coach for performance improvement using MI and feedback.
•Own end-to-end complaint logging, investigation, and resolution; manage QA reviews and escalate service risks, errors, or systemic issues appropriately.

Key Requirements

•University degree or equivalent with relevant professional qualifications (preferred).
•Strong negotiation and influencing skills, including handling difficult conversations and customer complaints.
•Proven ability to embed process improvement against challenging targets.
•Strong English spoken and written communication skills.
•In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.

Experience:BankingFinancial crime complianceKYCCDDAML

Skills:NegotiationInfluencingStakeholder managementCommunicationAnalytical

Languages:English

Tech Stack:KYCCDDAMLFATCACRSMS OfficeSOPDIMNPSMIComplaint management

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 customer due diligence experience, communications, and expectations following referrals/engagement by the Relationship Manager (RM).
•Coordinate KYC/CDD activities, including collection of required documentation and client information, and execute customer outreach.
•Oversee and prioritize high-value customers and urgent escalations, ensuring timely and accurate resolution.
•Monitor case status and aged items, deliver feedback for continual improvement, and coach for performance improvement using MI and feedback.
•Own end-to-end complaint logging, investigation, and resolution; manage QA reviews and escalate service risks, errors, or systemic issues appropriately.

Key Requirements

•University degree or equivalent with relevant professional qualifications (preferred).
•Strong negotiation and influencing skills, including handling difficult conversations and customer complaints.
•Proven ability to embed process improvement against challenging targets.
•Strong English spoken and written communication skills.
•In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.

Experience:BankingFinancial crime complianceKYCCDDAML

Skills:NegotiationInfluencingStakeholder managementCommunicationAnalytical

Languages:English

Tech Stack:KYCCDDAMLFATCACRSMS OfficeSOPDIMNPSMIComplaint management

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