Job Description
Complaint Assistant Manager
In This Role, You Will
- Manage customer complaints end-to-end across multiple channels, ensuring fair, consistent, and timely investigations and resolutions in line with internal standards, procedures and regulatory requirements.
- Deliver an excellent customer experience by meeting turnaround times/SLAs without compromising quality, and maintaining clear, professional communication with customers.
- Drive closure of aged complaints, including SLA breaches, ensuring strong ownership and follow‑through with stakeholders.
- Perform root cause analysis to identify recurring themes, service gaps, and key risk areas, and to recommend actions that reduce recurrence and risk.
- Partner with branches and frontline teams (including HIIB/HSBC Wealth) to uplift complaint‑handling capability through coaching, shadowing and targeted support.
- Support process and journey improvement initiatives that e...