Assistant Customer Service Manager, Member Services - HSBC Securities Services

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are currently seeking a high caliber professional to join our team as Assistant Customer Service Manager, Member Services .

Principal responsibilities

· To provide effective, efficient, quality and timely services to our members, employers and fund managers
· Perform call monitoring for quality check and conduct coaching session on a regular basis
· Handle the follow up requests and complaints from members, employers, fund managers, external trustees and authorities
· Adhere to the administrative operational procedures as stated in the Product Program for ORSO and MPF Schemes
· Monitor and review the quality output and progress of the daily incoming and outbound calls and the routine administrative work in relation to the agreed service standard
· Ensure all staff under supervisor is adhering to procedures and regulation
· Suggest changes to procedures and streamline processes for efficiency gain due to system changes and legislative changes
· Lead the team and to monitor, motivate, coach and training staff
· Monitor and coordinate various User Acceptance Tests or project if necessary
· Cross support the job of other teams from time to time as assign

Desired profile

Qualifications :

Requirements

·  ​Working experience in pension fund, MPF and or call centre experience would be an advantage
·  Fluent Mandarin, Cantonese and English
·  Eager to learn and strive for continuous improvement with the ability to work under pressure and meet deadlines
·  Client focus and provide solution to clients with flexibility for job rotation and multiskilling
·  Willing to change and be proactive to drive change with high integrity and professionalism
·  Self starter and good sense of responsibility
·  Strong people management skills and the ability to lead or supervise subordinates
·  Ability to read Traditional Chinese and use Cangjie or Quick Cangjie would be an advantage

You’ll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.