Assistant Manager Customer Service - Complaints

HSBC
Mumbai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Interpersonal skills","Analytical skills","Collaboration","Project management","Negotiation","High motivation","Independent judgment","Discretion","Decision-making"]

Manage complaint quality assurance for WPB’s contact centre by listening to customer calls and evaluating classification, decision quality, and complaint outcomes against defined guidelines. Report QA results to senior management and governance forums, identify trends that indicate service/process improvements, and ensure regulatory requirements are met. Collaborate across stakeholders, support agents in correct complaint handling, and contribute to reducing complaint volume and severity.

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FursaFursa
HSBC
HSBC
19 hours ago

Assistant Manager Customer Service - Complaints

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Manage complaint quality assurance for WPB’s contact centre by listening to customer calls and evaluating classification, decision quality, and complaint outcomes against defined guidelines. Report QA results to senior management and governance forums, identify trends that indicate service/process improvements, and ensure regulatory requirements are met. Collaborate across stakeholders, support agents in correct complaint handling, and contribute to reducing complaint volume and severity.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Conduct complaint quality assurance aligned with WPB Complaint Handling Quality Assurance Guidelines and classification procedures
  • •Listen to customer calls to identify gaps/risks in complaint identification and ensure correct categorization (complaints, suggestions, queries)
  • •Ensure customers receive fair, clear, and not misleading outcomes and that complaints are fully investigated
  • •Produce QA reporting and governance outputs, including quarterly presentations to Customer Service Committee of the Exco
  • •Identify and report complaint and customer feedback trends to improve services/processes and reduce volume/severity of complaints

Key Requirements

  • •Graduate with 1-3 years of experience in service industry/retail sector/customer service roles
  • •Excellent communication and interpersonal skills
  • •High motivation level and good analytical skills
  • •Ability to collaborate with multiple stakeholders to achieve a common objective
  • •Knowledge of contact centre systems and quality monitoring tools (added advantage)
Experience:RetailCustomer serviceService industry
Education:Bachelor's
Skills:CommunicationInterpersonal skillsAnalytical skillsCollaborationProject managementNegotiationHigh motivationIndependent judgmentDiscretionDecision-making
Tech Stack:Contact centre systemsQuality monitoring toolsAI-enabled tools

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