Assistant Manager, Quality Improvement - Retail Banking and Wealth Management

Job level Middle
Within Hong Kong
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Banking / Finance > Others
Published On 01/11/2019
ref. 0000DPDD

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfiling your potential right here at HSBC. 

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Assistant Manager, Quality Improvement.
In this role, you will
  • Collaborate with relevant parties to develop and track preventative measures to reduce reoccurrence of customer complaints, conduct quality checks across all customer facing channels on complaint handling, develop and provide training, briefing and best practice sharing to customer facing staff on complaint.
  • Conduct root cause analysis on complaints handled by all customer facing channels, maintain and submit various Management Information records to relevant regulatory and internal parties on regular and ad hoc basis, review trends to identify issues with relevant responsible parties, review service level of complaint handling with Group and the regulator’s standards.
  • Develop and review complaint handling procedures, collaborate with customer facing channels to develop and review their complaint handling process including verbally resolved cases, excluded cases and escalation process, participate in system development projects in relation to complaint handling.
  • Participate in ad hoc Projects in relation to complaint handling and review correspondence, documents and forms from complaint’s perspective.  
To be successful in this role, you should meet the following requirements
  • University degree holder or equivalent with sound experience 
  • Solid experience in business development or customer services, particularly in the MPF and insurance industry would be a definite advantage 
  • Proficient in PC skills including Excel, Words and Database skill
  • Able to work under pressure and meet tight deadline    \

For further details and application information please visit our career site, search under reference number 0000DPDD

You’ll achieve more when you join HSBC.


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Issued by The Hongkong and Shanghai Banking Corporation Limited