Employee Banking Service Manager
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HSBC International Wealth and Premier Banking (IWPB)We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world..
We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.
In this role, you will:
The Service Manager plays a key role in ensuring exceptional customer service and operational efficiency. The manager will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and implementing process improvements to enhance customer experience. This role requires strong leadership, problem-solving skills, and the ability to collaborate with multiple stakeholders. Ability to lead and manage a team of individuals to drive service excellence and sales support for frontline team
Key Responsibilities:• Drive the service team to support the frontline team in handling customer queries and complaints raised on MMX.• Ensure close monitoring of the team on timely follow-ups on investigations, customer instructions, queries, and complaints.• Work closely with stakeholders to achieve First Contact Resolution of customer complaints on daily basis.• Conduct quality checks on MMX (Complaints Management System) to ensure compliance with complaints-handling policies.• Ensure ‘No Fail’ is recorded by the Customer Experience (CE) team during quality checks on complaints resolution.• Continuously analyze customer feedback through various channels such as social media feedback, customer queries and complaints and other channels to drive service improvements.• Suggest and implement strategies to enhance customer experience.• Conduct a fair analysis of staff complaints and validate them with the Customer Experience team.• Organize regular feedback and training sessions for the frontline team and channel partners to improve efficiency and knowledge.• Transaction & Fund Transfer Assistance• Discrepancy Management & Compliance