Customer Care and Quality Assurance Head - HSBC Insurance

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • HSBC
  • 29 Sep 16

Customer Care and Quality Assurance Head - HSBC Insurance

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.

HSBC Insurance provides a comprehensive range of life products and services to suit the every possible need of our personal, commercial, corporate, institutional and private banking customers. As a leader in new life insurance business and Hong Kong's largest administrator of retirement schemes, the business serves this diverse client portfolio from its management offices in Hong Kong and through a wide network of banking, consumer finance and insurance subsidiaries throughout the Asia-Pacific region.

We are currently seeking a high caliber professional to join our team as Customer Care and Quality Assurance Head.

Principal responsibilities

  • Lead the Customer Care Team and Sales Quality Assurance Team in customer management and quality assurance checking on sales processes to minimize reputational and sales compliance risk.
  • Implement complaint handling and service recovery process for Employee Benefits business to re-establish, retain and grow profitable customer relationship.
  • Establish and maintain proper procedures and monitor controls on complaints handling to ensure customers are responded professionally, efficiently and sympathetically within agreed service standards to minimize reputational risk
  • Plan and drive the implementation of effective sales quality assurance framework and ongoing sales quality assurance checking with the objectives of minimizing sales compliance and conduct risks, increasing customer satisfaction and loyalty through quality sales delivery
  • Compile sales quality assurance reports, complaint statistics, trend analysis and investigate root cause analysis to ensure potential areas of concern are identified for continuous improvement
  • To implement effective framework and ongoing sales quality assurance checking to mitigate sales compliance within pension business
  • Identify areas of improvement via complaints management and sales quality assurance checking and liaise with relevant parties to implement effective controls in product, service or operational areas for continuous improvement.
  • Provide prompt and effective service recovery to ensure customers can be responded promptly and negative impact minimized.
  • Effective management and interaction with relevant stakeholders including various pension management and team heads, Compliance, Trustee, Retail Banking Wealth Management Customer Relations, regulators and auditors, on complaints and other related issues
  • Implement well-structured training programme to continuously uphold and enhance the customer experience and complaint handling skills of complaints handling team
  • Good team management and leadership skills to meet business objectives to the committed tasks and build up the customer-centric culture
  • Ability to balance priorities and allocate resources to deliver solutions within prescribed timeline
  • Monitor and control the department expenditure in line with annual operating plan and explain for variance as and when required

  • University degree in Marketing, Education, Finance or Communication or other relevant subjects
  • Strong general experience in the Pension industry at a management level.
  • Solid technical experience in the customer service industry preferably pension.
  • Strong interpersonal, communication in both verbal and written and influencing skills to interact with senior management and complainants at all levels.
  • Independent person with good leadership skills
You'll 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.