Job ref no.: 258467898-0000GTE3

Assistant Manager, Customer Care - Wealth & Personal Banking


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 Wealth Management leads the Asia-Pacific implementation of our global strategy to deliver world-class solutions to retail and private clients seeking to grow, protect, preserve or transfer their wealth. This involves the development and management of needs-based solutions covering foreign exchange, deposit, investment, insurance and financing products, as well as the provision of suitable market insights and updates, financial planning and advisory services.

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Customer Care.

Principal Responsibilities

  • Handle customer complaints and written enquiries received via different sources independently and review verbally resolved complaints in accordance with documented procedures within standard turnaround time with high quality output

  • Being the central point in liaising with all external and internal related parties in complaint handling and communicate with complainants, both in written or verbal, to resolve the complaint properly so as to minimize the reputation risk of the company

  • Reports to the Customer Care Manager to ensure all complaints have been sufficiently investigated, analysed and escalated where necessary

  • Conduct thorough investigation independently and identify the root cause and review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate

  • Monitor and follow up action items with relevant parties to ensure timely implementation

  • Keep monitoring the progress of the investigation of the complaint in order to catch up the service turnaround time

  • Assist in arranging and providing training and sharing sessions to relevant parties to uphold complaints handling skills


  • Degree in Business Administration, Finance or other relevant subjects

  • Solid years of working experience in Pension Client Servicing at Financial Institutions settings

  • Good knowledge of MPF legislation and scheme administration process for MPF and ORSO products

  • Good analytical skills with critical mind-set to conduct thorough investigation and analyse fact findings in particular complex cases

  • Ability to work under tight schedule and maintain high quality deliverables

  • Good customer service skill to explain the incident to complainant in order to settle the complaint

  • Good interpersonal and communication skills in oral and written English and Chinese

  • Fluent in English and Cantonese

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.

More job information
Job ref no. 258467898-0000GTE3
Job Function
Employment Term
  • Full-time
  • 2 years - 4 years
Career Level
  • Middle management level
  • Degree