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Senior Manager, Customer Experience and Insights

2 months ago

Singapore HSBC Full time
About the Role

We are seeking a highly skilled professional to join our team as a Senior Manager, Customer Experience and Insights. This role will be responsible for driving a structured approach to complaint management framework and identifying gaps from customer complaints.

Key Responsibilities
  • Develop and implement strategies to reduce the number of future complaints, including Root Cause Analysis and identification.
  • Investigate and respond to serious customer complaints and provide suitable resolutions.
  • Act as the escalation point of contact and Subject Matter Expert for regulatory complaint investigations.
  • Lead for Serious complaints, maintaining oversight and driving team standards in the handling of serious complaints escalated to Customer Relations.
  • Act as the voice of the customer during interactions with the business.
  • Provide support and coaching to the Customer Relations Team Assistant Vice Presidents in handling Serious cases, taking ownership where required.
  • Ensure that the team adhere to prevailing data standards, policies and regulations and uphold the required standards when interacting with regulatory bodies.
  • Actively participates as a Training and Education guide for the frontline, developing key relationships with assigned buddy Branches and Contact Centre teams.
Requirements
  • Strong experience in Customer Relations with positive track records.
  • Minimum of a bachelor's degree in business, communication or marketing, or related field or equivalent experience.
  • Strong knowledge of management reporting, quality issues.
  • Proven track record of communicating effectively within the organization and with customer groups.
  • Ability to work in a team-oriented environment and effectively influence and communicate.