Senior Customer Relations Manager (Guangzhou, GD, CN, 510620)

HSBC
Guangzhou
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Customer focus","Problem-solving","Resilience","Collaboration"]

Senior Customer Relations Manager will lead end-to-end complaint handling, resolve escalated customer issues, and uphold service standards while ensuring regulatory compliance. You’ll leverage AI tools to optimize processes, report customer pain points, and share best practices across teams, all while reinforcing HSBC values in a fast-paced banking environment with a focus on customer loyalty and experience.

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FursaFursa
HSBC
HSBC
3 months ago

Senior Customer Relations Manager (Guangzhou, GD, CN, 510620)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Senior Customer Relations Manager will lead end-to-end complaint handling, resolve escalated customer issues, and uphold service standards while ensuring regulatory compliance. You’ll leverage AI tools to optimize processes, report customer pain points, and share best practices across teams, all while reinforcing HSBC values in a fast-paced banking environment with a focus on customer loyalty and experience.
Location: Guangzhou
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
  • •Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
  • •Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
  • •Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
  • •Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks.

Key Requirements

  • •Bachelor’s Degree in Finance, business or related discipline;
  • •University degree in related discipline or relevant experience
  • •Work experience in financial institutions including good exposure to complaint handling tasks and customer-facing experience
  • •Familiar with retail and wealth management products and services plus and related operations preferred
  • •Customer centric mindset, strong business sense plus positive and sincere work attitude
Experience:BankingFinanceRetail bankingWealth management
Education:Bachelor's
Skills:CommunicationCustomer focusProblem-solvingResilienceCollaboration
Languages:EnglishCantonesePutonghua
Tech Stack:AI

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