Assistant Vice President, Customer Resolution - HSBC Life

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Customer Resolution.

Principal Responsibilities

An Assistant Vice President (AVP) in Customer Resolution at HSBC Life is responsible for overseeing the handling of customer complaints. This role ensures that all customer feedback and grievances are received, thoroughly investigated, and resolved in accordance with internal policies and regulatory requirements.

Key Responsibilities:

• Complaint Handling: Manage the end-to-end process of complaint resolution, ensuring timely and fair outcomes for customers
• Investigation: Conduct in-depth investigations into serious customer complaints, collaborating with relevant departments to gather necessary information
• Customer Communication: Act as the primary point of contact for customers throughout the complaint process, providing clear and regular updates
• Escalation Management: Serve as the escalation point and subject matter expert for regulatory complaint investigations, ensuring that serious complaints are appropriately escalated to senior management or regulatory bodies as per policy guidelines
• Process Improvement: Identify trends in customer feedback to recommend and implement strategies aimed at reducing the volume and severity of future complaints
• Team Leadership: Provide support and coaching to the Customer Relations team, particularly in handling complex cases, and promote adherence to data standards, policies, and regulations

• Bachelor’s degree in business, Communication, Marketing, or a related field. Insurance knowledge is preferred
• Proven experience in customer relations within the banking or financial services industry
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions
• Excellent communication and interpersonal skills, capable of effectively interacting with customers and internal stakeholders
• Ability to work collaboratively in a team-oriented environment and influence others to achieve common objectives
• Well versed with regulatory requirements related to complaint handling in the financial services sector

To be considered for this role, the relevant rights to work in Singapore is required.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role, please contact the recruiter for this role.

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as an Assistant Vice President, Customer Resolution.

Principal Responsibilities

An Assistant Vice President (AVP) in Customer Resolution at HSBC Life is responsible for overseeing the handling of customer complaints. This role ensures that all customer feedback and grievances are received, thoroughly investigated, and resolved in accordance with internal policies and regulatory requirements.

Key Responsibilities:

• Complaint Handling: Manage the end-to-end process of complaint resolution, ensuring timely and fair outcomes for customers
• Investigation: Conduct in-depth investigations into serious customer complaints, collaborating with relevant departments to gather necessary information
• Customer Communication: Act as the primary point of contact for customers throughout the complaint process, providing clear and regular updates
• Escalation Management: Serve as the escalation point and subject matter expert for regulatory complaint investigations, ensuring that serious complaints are appropriately escalated to senior management or regulatory bodies as per policy guidelines
• Process Improvement: Identify trends in customer feedback to recommend and implement strategies aimed at reducing the volume and severity of future complaints
• Team Leadership: Provide support and coaching to the Customer Relations team, particularly in handling complex cases, and promote adherence to data standards, policies, and regulations

• Bachelor’s degree in business, Communication, Marketing, or a related field. Insurance knowledge is preferred
• Proven experience in customer relations within the banking or financial services industry
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions
• Excellent communication and interpersonal skills, capable of effectively interacting with customers and internal stakeholders
• Ability to work collaboratively in a team-oriented environment and influence others to achieve common objectives
• Well versed with regulatory requirements related to complaint handling in the financial services sector

To be considered for this role, the relevant rights to work in Singapore is required.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role, please contact the recruiter for this role.

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited