Job Description

Job description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers grow faster than others.

If you\xe2\x80\x99re 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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world\xe2\x80\x99s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC\xe2\x80\x99s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers\xe2\x80\x99 needs.

We are currently seeking an experienced professional to join this team in the role of Customer Service Manager.

Principal Responsibilities:

Reporting to the Branch Manager, the individual will be responsible for assisting the branch manager to plan, direct and control all aspects of branch operations and service standards and pro-actively plan and implement business strategies to ensure maximum profitability via excellent Customer Service experience.

• Assist the Branch Manager in planning and developing a business development strategy to increase penetration and maximize via service excellence.
• Proactively walk the Sales Floor to engage customers and staff for effective supervision and to lead the sales and service floor by setting an example.
• Support the branch campaigns (in branch & external) & promotions and establish external potential customer contacts & network in the local market.
• Champions initiatives as a branch representative to drive a positive mindset in the branch staff to offer top quality customer experience.
• Adopting an engaging and leading role while handling customer disputes and complaints and ensuring reporting via the tracking systems.
• Ensures high and consistent standards of service delivery represented by various periodic service measures for all non-sales staff.
• Provides support and encouragement to non-sales staff through training to spot opportunities and pass leads to sales as part of customer service process and take over most of customer servicing activities which are passed over from sales staff.
• Managing customers\xe2\x80\x99 expectation, identify needs and provides relevant solutions in accordance to the Bank\xe2\x80\x99s Know Your Customer (KYC) and business ethics policy
• Monitors Branch compliance with legal and regulatory guidelines, remedy breaches to ensure effective implementation of audit standards, randomly check operational procedures, ensure deficiencies are rectified and take corrective action on audit/compliance findings.
• Maintain and ensure due observance of HSBC Internal Control Standards, including the timely implementation of recommendations made by internal/external auditors and external regulators.

Requirements

Requirements:

• At least 3 years in supervisory role in banking operations and excellent understanding of Wealth and Personal Banking products and attributes
• At least a degree in Business Administration or any other related fields.
• Having a Certified Financial Planner (CFP) certificate \xe2\x80\x93 (although this is an added advantage, it is optional)
• Able to drive excellent customer service standards
• Good interpersonal skills with well developed hands on approach in coaching and mentoring skills
• Strong leadership experience in managing large team of service employees
• Excellent planning/organization skills/analytical reasoning and lateral thinking
• Highly adaptable and flexible to regular changing work environment
• Results driven and ability to make decisions whilst working under pressure
• Only Malaysian citizens are encouraged to apply.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritized.

You\xe2\x80\x99ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC Bank Malaysia Berhad

HSBC