Customer Advocacy Manager

-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.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include 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.

The Customer Advocacy Manager role is responsible for supporting the Customer Advocacy Complaints Team to drive improvements to customers' experience with the Bank including identifying systemic issues, driving change to products and processes and supporting the investigation and response to customer complaints escalated by customers.

We are looking for an ambitious individual with an enquiring mind and an exceptional eye for detail to join the team on a 12 month Fixed Term Contract, full time. Whilst the role is based at Head Office Barangaroo, Sydney, it is a hybrid role and there is flexibility to work from anywhere within Australia.

**Your main responsibilities will include**:

- Investigating, managing and responding to customer complaints managed by the Customer Advocate (CA) Team within SLA, RG271 guidelines and relevant regulatory timeframes.
- Advocating development of products/processes/policies that deliver fair outcomes for customer and providing feedback to the business for gaps identified.
- Working with Customer Relations Team and the Head of Customer Advocacy to identify themes and systemic issues from all CA complaints received.
- Supporting Head of Customer Advocacy, the Extra Care Team and other Customer Advocacy Managers in investigating any complaint, including accessing information held in all the bank’s systems and the Complaints database.
- Liaising with Regulatory Compliance and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in reporting any compliance issues that may have been identified during the complaint investigation.
- Tracking and reporting on CA complaints received, conducting a thorough root cause analysis.
- Building and maintaining strong relationships with the team and stakeholders across all areas of the bank.
- Ad-hoc requests as and when required.
Requirements

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

- Extensive experience within complaints management, Banking and Finance industry and/or experience as a qualified financial counsellor; or working with Australians who are experiencing vulnerability.
- Strong knowledge of related Regulatory and ASIC guides, e-payments Code, Banking Code and AFCA processes
- High level of resilience, ability to adapt to changing environments and able to handle new situations including dealing with customers who may be experiencing vulnerability.
- Ability to demonstrate a variety of soft skills (verbal, written communication and organisational) and inter-personal skills including empathy.
- Demonstrated ability to build and maintain strong internal and external relationships with all stakeholders, internally and externally.
- Excellent investigation and analytical skills, creativity with a willingness to take initiative.
- Team player with self-confidence, able to use own judgement in order to prioritise complex workloads and work to tight deadlines.

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.