Customer Relations Team 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.

**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.