Job Description

Job description

Some careers have more impact than others.

If you\xe2\x80\x99re looking for a career where you can make a real impression, join HSBC and discover how valued you\xe2\x80\x99ll be. 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 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 a high calibre professional to join our team as a Head of Sales Quality and Customer Relations .

Principal Responsibilities

• The primary role of the Sales Quality function is to provide assurance that HSBC\xe2\x80\x99s customers are treated fairly and are recommended products that are suitable for their needs and appetite for risk
• In addition, Sales Quality should ensure that sales are conducted and documented in line with HSBC policies and procedures as well as being compliant with respect to local regulatory requirements
• Sales Quality should ascertain that the products sold by the sales force are compliant and that all documentation meets the agreed service standards. The work must be undertaken in accordance with external and internal regulators, current legislation, Compliance and Departmental procedures
• Customer Relations is responsible for driving the overall complaint management strategy for WPB, ensuring all customer complaints are received and investigated, resolved or passed to the correct body, this may be internal or external
• As head of Customer relations, the role holder is required to oversee a core team responsible for managing Wealth Sales Complaints and Serious complaints that are escalated to the Senior Management and Regulator/Industry Bodies
• This role reports to the Head of WPB and is a senior leadership role to exceed and meet the KPIs related to complaint management as well as performing a first line role for managing sales suitability checks to deliver fair and transparent outcomes to our customers

Requirements

Requirements

• Qualification in Financial Planning preferable
• Comprehensive knowledge of Financial Services/industry/products/regulation
• Customer Experience and management of customer complaints
• Strong decision making
• Communicate at all levels with confidence (written & verbal)
• Good working knowledge of HSBC
• Comprehensive knowledge & understanding of HSBC Sales Quality Standards & Sales Procedures & application in a holistic planning approach
• Comprehensive knowledge of the BSC Framework
• Good organisational skills and the ability to prioritise required

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

You\xe2\x80\x99ll achieve more when you join HSBC.
www.hsbc.com/careers

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.

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