PART-TIME QUALITY SERVICE MANAGEMENT OFFICER

Job Reference: PFS/SSV/IW/08160/Web

Personal Financial Services (PFS) - Customer Experience

Customer Experience PFS has been established to deliver profitability growth by driving the creation of an excellent customer experience in line with our vision to be the "best place to bank". It defines key customer activities and drivers that impact customer experience, formulate a roadmap to improve customer satisfaction, plan and synergize cross functional activities, manage PFS service quality teams across all channels and direct key service standards and measures.

The Quality Service Management Team is established to build expertise in providing professional and responsible service recovery action. It also translates customers' voices to service resolutions by driving the development of initiatives and working with branch network and other departments to ensure the Bank to be the service leader. We are now inviting high caliber to join our team as Quality Service Management Officer on part-time basis.

Key Responsibilities

Reporting to Manager Quality Service management, you will:

• Review written responses in English to complaints prepared by the team
• Provide coaching to the team members on both verbal and written English communication to customers

Requirements

• Relevant experience in quality service management ideally within multi-national companies
• Knowledge in personal financial product and services will be an added advantage
• Able to handle multiple tasks and meet tight deadlines
• Totally customer-focused mindset and good commercial orientation
• Excellent communication skills in written and spoken English

Working Hours

5 days per week (4 hours in the morning)

Application Method

Please send your CV with the job reference to:

Email: careers2@hsbc.com.hk

HSBC is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace. Applications are welcome from all qualified candidates.

Data held by the Bank relating to employment applications will be kept confidential and used only for processing applications. Applicants who are not contacted within four weeks may consider their application unsuccessful. The Bank will retain their applications for a maximum period of two years and may refer suitable applicants to other vacancies
within the Group. A copy of our Personal Information Collection Statement can be provided upon request by contacting Human Resources Asia-Pacific at the above e-mail address.

Issued by The Hongkong and Shanghai Banking Corporation Limited.