Customer Relations Team Manager

6 months ago

Parramatta, Australia HSBC Full time

-Job description

**Some career choices have more impact than others.**

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

**What we can offer you**
- Investment in targeted professional development opportunities
- Volunteer days
- Embedded flexible working culture
- Market-leading subsidised private health cover
- Enhanced parental pay and support when returning to work
- Subsidised banking products and services
- Bonus leave days and wellness programmes including discounted gym memberships.

**About the role**
Wealth and Personal Banking (WPB) serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

The Customer Relations Team Manager is responsible for leading, coaching, motivating and developing a team of Customer Relations Officers in an inbound and/or outbound high volume complaint environment servicing various HSBC Customers, products and propositions. You will act as the ‘voice of the customer’ to deliver fair outcomes for the customer whilst taking in consideration regulatory requirements and obligations of the bank. Your strong leadership skills will be key to fostering a high performing culture, leading our people to success. You will be responsible for managing the Internal and External Dispute Resolution process to ensure sound relationships with key stakeholders, internally and externally are maintained to the highest standard.

**Your main responsibilities will include**:

- Management of the Complaint Handling Resolution framework for WPB Australia, ensuring complaints are handled within regulatory guidelines.
- E2E complaint review, providing input into enhancing the customer experience based on data driven conclusions and insights.
- Work with internal and external stakeholders including regulators and the complaints authority AFCA, keeping abreast of all regulatory requirements and industry changes relevant to the role.
- Demonstrate leadership on Regulatory and Compliance matters, maintaining awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
- Leadership and management of the Customer Relations team to ensure that all complaints and customer feedback is handled in accordance with the internal and external complaint resolution framework.
- Ensure all team members are adequately trained to carry out their duties in accordance with the expectations of Group policies and local regulatory requirements.
- Manage, motivate and coach the team through challenging conversations with customers and provide guidance on AFCA approach and submissions.
Requirements

**To be successful in this role, you will need**:

- Proven leadership, management ability and internal/external dispute resolution experience within Banking and Financial Services industry. Contact Centre management experience desirable.
- Extensive knowledge and understanding of banking products and processes along with industry/regulatory knowledge ie. RG165, RG271, Banking Code of Practice, ePayments Code, AFCA Operational Guidelines
- Demonstrated ability to adapt to changing environments and manage competing demands along with its complexities.
- Exceptionally strong written, verbal communication skills and interpersonal skills.
- Ability to demonstrate resilience, work well under pressure and open to exploring sustainable out of the box solutions for escalated customer complaints.
- Strong stakeholder engagement with demonstrated experience collaborating with internal and external teams.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment.

Applications from First Nations peoples are encouraged.

  • Client Relations Specialist

    6 months ago

    Parramatta, Australia Supercare Solutions Pty Ltd Full time

    **About Us** Join our dynamic team at SuperCare, an Australian company dedicated to assisting eligible patients with the early release of their Superannuation for medical treatment costs. Our mission is to empower individuals to prioritise their well-being. With more than a decade of experience, we are committed to positively impacting our clients’ lives....

  • Customer Engagement Officer

    4 weeks ago

    Parramatta Park, Queensland, Australia Chandler Macleod Full time

    **Job Title:** Customer Engagement Officer - Stakeholder Relations**About the Role:We are seeking a highly skilled and motivated Customer Engagement Officer to join our team at Chandler Macleod. As a key member of our stakeholder relations team, you will be responsible for delivering exceptional customer service to stakeholders, community members, and...

  • Manager, Customer Foundations

    3 months ago

    Parramatta, Australia NSW Department of Communities and Justice Full time

    Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 70184**Manager, Customer Foundation - NSW Trustee and Guardian** - Ongoing full-time vacancy. - 35 hours per week. - Location: Parramatta. Flexible and hybrid working options available. - Clerk Grade: 9/10. Base salary $120.859p.a. to $133,183 p.a. plus superannuation and annual leave...

  • Industrial Relations Advisor

    1 month ago

    Parramatta, Australia Catholic Diocese of Parramatta Full time

    At any given time, we may have a variety of primary, secondary and specialist teaching roles available across our 80 schools as well as non-teaching positions in schools and our central office that support the delivery of innovative learning and teaching to around 43,500 students. Our aim is to ensure our schools are the first choice for families, students...

  • Manager, Proactive Customer Management

    6 months ago

    Parramatta, Australia NSW Department of Communities and Justice Full time

    Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 65418- Ongoing full-time vacancy. 35 hours per week. - Location: Parramatta. Flexible and hybrid working options available. - Clerk Grade:9/10. Salary $120,859 to $133,183 plus superannuation and annual leave loading. **About us** At NSW Trustee & Guardian, we protect, promote and...

  • Team Manager

    6 months ago

    Parramatta, Australia Gallagher Full time

    **About Us**: Step into the world of Gallagher Bassett, where risk management becomes a canvas of possibilities. Join our growing team of dedicated professionals who guide those in need to the best possible outcomes for their health and wellbeing. As a steward of trust, you'll be part of a resilient team, armed with cutting-edge technology and a relentless...

  • Industrial Relations Advisor

    1 month ago

    Parramatta, Australia Catholic Schools Parramatta Diocese Full time

    ** Full-time, temporary position, commencing asap until December 2025. About the Role  We are currently seeking an experienced Industrial Relations Advisor to join our Employment Relations team on a temporary full-time basis until December 2025. This is an exciting and varied role where you will primarily focus on supporting current enterprise agreement...

  • Employee Relations Advisor

    4 months ago

    Parramatta, Australia NSW Department of Communities and Justice Full time

    Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 68729**Employee Relations Advisor, Grade 7/8** - **Location: Parramatta**: - **Employment type: 1 x Ongoing full-time role**: - **Salary: $106,025 pa - $117,363 pa, plus employer's contribution to superannuation and annual leave loading** **Please note: A requirement of this role...

  • Managers Customer Foundation and Proactive Customer

    6 months ago

    Parramatta, Australia NSW Department of Communities and Justice Full time

    Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 62379- We are currently looking to fill two (2) temporary, up to 12 months, full-time vacancies within our Customer Foundation and Proactive Customer Management teams across Estate Management. - We are also looking to establish a talent pool to fill future ongoing and temporary...

  • Team Manager

    6 months ago

    Parramatta, Australia Westpac Group Full time

    **Team Manager - 46162** - **Full time | Permanent**: - **Parramatta Location** **How will I help?** We currently have an opportunity for Team Manager to join the Transaction Monitoring Investigations (TMI) located in Parramatta. This role exists to manage and lead a multi-brand team within AML/CTF and Sanctions Operations that deliver compliance and...

  • Customer Service Manager

    6 months ago

    Parramatta, Australia Ausphin Group Full time

    ustomer Service Manager duties and responsibilities will include, but are not limited to the following: **Train and mentor existing client experience officer/s to ensure they all become effective in their roles.** **Delivering a comprehensive service to enquiring customers and industry partners to facilitate organicgrowth.** **Delegate certain customer...

  • Employee/industrial Relations Specialist

    6 months ago

    Parramatta, Australia The Next Step Full time

    Strong ER advisory slant & develop your IR capability. - Salary package - $180,000 plus NFP tax benefits. - flexible, hybrid office (3 days) and WFH opportunity This multi-site, large, purpose driven organisation that provides care to older people and services to the vulnerable has an opportunity to work as an integral member of their central HR team to...

  • Team Manager

    6 months ago

    Parramatta, Australia Westpac Full time

    **Team Manager - 48007** - **Full time | 12 months max term contract**: - **Parramatta Location **How will I help?** We currently have an opportunity for Team Manager to join the Transaction Monitoring Investigations (TMI) located in Parramatta. As a Team Manager you will play an integral role in the facilitation and development of a cohesive team...

  • Industrial Relations Advisor

    1 month ago

    North Parramatta, Australia Catholic Education Diocese of Parramatta Full time

    **Job no**: 507533 **Work type**: temporary full-time **Location**: Catholic Schools Parramatta Diocese **Categories**: Human resources **Full-time, temporary position, commencing asap until December 2025. **About the Role** We are currently seeking an experienced Industrial Relations Advisor to join our Employment Relations team on a temporary full-time...

  • Labour Relations Specialist

    3 weeks ago

    Parramatta Park, Queensland, Australia Catholic Schools Parramatta Diocese Full time

    About the RoleOur Catholic Education Diocese of Parramatta is seeking an experienced Labour Relations Specialist to join our Employment Relations team on a temporary full-time basis. This role offers an exciting and varied opportunity where you will primarily focus on supporting current enterprise agreement bargaining activities, as well as providing...

  • Team Manager Retention

    6 months ago

    Parramatta, Australia AMP Limited Full time

    If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even...

  • Team Manager

    3 months ago

    Parramatta, Australia Westpac Group Full time

    Permanent / Full time role - Parramatta location - Hybrid opportunity, 2-3 days in office **How will I help?** The principal purpose of this role is to lead, motivate and coach a team to provide superior service to our customers. The key objective is to create a high performance and customer-centric culture while supporting the business to deliver...

  • Team Manager

    4 weeks ago

    Parramatta, Australia Westpac Group Full time

    **Team Manager, Card & Digital Fraud - REQ 54627 - Permanent full-time position - Parramatta locationTake your career up a notch **How will I help? Our Card & Digital Fraud Operations team works to support Westpac Group customers that have experienced online fraud and/or scams. As a Team Manager, you will build a proud culture focused on people care and...

  • Team Manager

    4 weeks ago

    Parramatta, Australia Westpac Group Full time

    **Team Manager, Card & Digital Fraud - REQ 54627 - Permanent full-time position - Parramatta locationNight shift - attractive penalty rates **How will I help?** Our Card & Digital Fraud Operations team works to support Westpac Group customers that have experienced online fraud and/or scams. As a Team Manager, you will build a proud culture focused on...

  • Customer Service Specialist: Finance Team

    4 weeks ago

    Parramatta Park, Queensland, Australia Australian Unity Full time

    About the OpportunityA fulfilling full-time opportunity is available within our Home Health Finance Team.As a Customer Service Specialist, you will play a crucial role in collecting and reconciling payments whilst ensuring effective business with individual clients, funders, and government organisations.This position comes with hybrid work options: 3 days in...