Assistant Manager - Contact Centre and Remote Channel

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Our Contact Centre Business team in Hong Kong was renamed as HSBC Contact Centre and Remote Channel in 2023 as we move to become a remote customer relationship management team providing premium customer service to our Premier, Premier Elite and Global Private Banking customers. Located at HSBC Centre in Tai Kok Tsui, our Contact Centre and Remote Channel team is a vital part of the wider Retail Banking and Wealth Management Distribution team in Hong Kong.

Our customers are as diverse as the services we provide, including people from Hong Kong, mainland China and across the world. Through phone banking and digital banking platforms, we provide personalised wealth management solutions to meet the changing and evolving needs of our customers. To you, it means excellent exposure to banking and wealth management knowledge including credit cards, loans, investment, and insurance products.

滙豐香港客戶聯絡中心已於2023年易名為滙豐客戶聯絡及遙距支援中心，意旨我們的服務已從客戶聯絡中心進一步提升為客戶關係管理平台，為我們卓越理財、卓越理財尊尚和環球私人銀行客戶提供優質的銀行和財富管理服務。滙豐客戶聯絡及遙距支援中心位於大角咀的滙豐中心，是香港零售銀行及財富管理分銷團隊的重要組成部分。

我們的業務涵蓋多個範疇，為遍佈香港、中國內地和世界各地的客戶提供多元化的服務。通過電話理財和數碼銀行平台，我們能更精準地為客戶解決問題， 並提供個性化的財富管理方案以滿足他們各方面的個人財務需要。對於您而言，這意味著會得到更廣泛的銀行和財富管理知識，包括信用卡、貸款、投資和保險產品等。

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking.

Principal Responsibilities

• Handle inbound calls from Premier Customers. Provide quality services and resolve customer's queries
• Listen to our customers, understand their needs, and recommend appropriate financial services and solutions
• Assist Senior Team Managers in leading and mentoring the agents to enhance their capabilities and professionalism; and empowering the agents to optimize the efficiency of their performance
• Handle disputes and customer complaints or suspected fraud cases as and when required
• Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
• Comply with procedures, policies and regulatory requirements to safeguard customers' and the bank's interests

職責

• 處理滙豐卓越理財客戶的來電咨詢，提供高質素服務，盡力解答客戶查詢
• 聆聽並理解客戶需要，以提供適合的產品及服務，解決他們的疑慮
• 協助高級客戶服務經理管理及指導團隊，提升其專業水平和才能，同時輔助及引領團隊提高效率和績效
• 妥善處理及跟進客戶投訴，適時處理疑似詐騙個案
• 配合業務方向及所有監控和服務規定，實現個人績效目標和發展
• 遵守銀行相關程序、政策和監管要求，以保障客戶及銀行的利益

Employee Benefits

• Competitive salary package with quarterly bonus
• Overnight shift allowance/ Transportation allowance
• 5-day work week, but you should have the flexibility to work on shift duties (including overnight, weekend and public holidays)
• 24 days paid annual leave plus additional leave such as marriage, birthday and maternity/ paternity leave
• Medical and dental coverage for you, your spouse and children
• Staff housing loan up to 100% of the valuation or purchase price
• Employee banking services including loans, credit facilities, and credit cards
• Progressive career development opportunities

員工褔利

• 良好的薪酬待遇及額外季度花紅
• 通宵工作津貼/ 交通津貼
• 五天輪班工作﹙於週末及公眾假期工作或有機會通宵工作﹚
• 24天有薪年假及額外有薪假如婚假、生日假、產假或侍產假
• 醫療保險及牙科福利保障您本人、配偶及子女
• 員工物業按揭貸款，貸款額可達物業估價或售價100%
• 各種銀行服務及產品的員工優惠，包括貸款、信貸、信用卡
• 理想晉升機會

Requirements

• Proficient in written and spoken English and Chinese, Mandarin is an advantage
• 3+ years' relevant customer service experience in banking and financial institution environment/ contact center is preferred
• License holder of HKSI 1,7,8 and IIQE 1, 2, 3 and compliance with related Continuing Professional Development (CPD) requirements
• Strong customer service mind-set and high dedication to service excellence. Strong communication and problem-solving skills
• Sound knowledge of Retail Banking and Wealth Management financial products
• Candidate with less experience will be considered for a Senior Wealth & Personal Banking Executive role

Visit hsbc.com/hkretailcareers to learn more about working in HSBC Contact Centre and Remote Channel.

• 流利廣東話及有良好中英讀寫能力，懂普通話更佳
• 具備三年或以上的客戶服務經驗，持有銀行、金融機構或客戶服務中心經驗為佳
• 需持有投資牌照（香港證券及投資學會卷一、卷七及卷八）及保險牌照 (保險中介人資格考試卷一、卷二及卷三）
• 良好客戶服務技巧，致力為客戶提供優質服務。善於溝通及具備解決問題的能力
• 熟悉零售銀行和財富管理產品
• 相關資歷較淺的應徵者將會被考慮擔任高級財富管理及個人銀行業務主任職位

請到hsbc.com/hkretailcareers了解更多在滙豐客戶聯絡及遙距支援中心工作的體驗。

Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

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Issued by The Hongkong and Shanghai Banking Corporation Limited.