VP Customer Relations

HSBC
Taipei
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Communication","Analytical","Decision-making","Influencing"]

Own the end-to-end complaint management process for IWPB, ensuring timely, fair customer outcomes while meeting regulatory and HSBC standards. Lead and develop the Customer Relations team, embed policies and operational controls, and improve complaint-handling capability across customer-facing channels. Maintain accurate complaint data, deliver complaint MI and insights to reduce repeat drivers, and mitigate financial and reputational risk through effective resolution and escalation.

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FursaFursa
HSBC
HSBC
20 hours ago

VP Customer Relations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own the end-to-end complaint management process for IWPB, ensuring timely, fair customer outcomes while meeting regulatory and HSBC standards. Lead and develop the Customer Relations team, embed policies and operational controls, and improve complaint-handling capability across customer-facing channels. Maintain accurate complaint data, deliver complaint MI and insights to reduce repeat drivers, and mitigate financial and reputational risk through effective resolution and escalation.
Location: Taipei
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Plan, drive, and close the end-to-end IWPB complaints management process with regulatory quality standards
  • •Contribute to IWPB performance through effective service resolutions and strong management of customer voice to ensure fair outcomes and reduce repeat drivers
  • •Ensure proper and timely completion of complaint resolution to support IWPB strategies and improve customer outcomes
  • •Ensure complaint data accuracy and deliver insightful analysis for timely, actionable management information
  • •Lead, coach, and develop the Customer Relations team; implement processes, infrastructure, and resources and embed policies/procedures for compliance and effective resolution/escalation

Key Requirements

  • •University education or above
  • •Relevant experience with proven senior management experience (or equivalent)
  • •Strong knowledge of customer service concepts and their impact on customer relationships
  • •Proven track record of effective communication within the organisation and with customer groups
  • •Strong managerial, analytical, communication, decision-making, influencing, and interpersonal skills
Education:High School
Skills:LeadershipCommunicationAnalyticalDecision-makingInfluencing

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