Customer Service Manager (Branch) recruitment
HSBC in Singapore operates within an extremely competitive financial environment best described as highly saturated, regulated and finite. The Bank has 9 retail branches and 6 premier centres.
The Retail Banking and Wealth Management (RBWM) Division caters to our retail banking customers. At the heart of the HSBC RBWM business are the two propositions Advance and Global Premier which are designed to meet the needs of the retail banking and mass affluent customer segments respectively.
The Advance and Global Premier proposition supports our goal to strengthen and deepen our relationship with our customers by providing them with dedicated relationship management, worldwide recognition, world-class service and rewards.
Principle Accountabilities
- Lead and manage a team of service staff at the branch to provide banking services and deliver quality customer service to customers, ensuring customer satisfaction, retention and acquisition.
- Manage the daily operational and service aspects of the branch to achieve maximum efficiency and productivity.
- Ensure compliance with regulatory requirements and operational procedures.
- Handle customers' complaints with satisfactory resolution.
- Participate actively, either as a lead or part of a team, in streamlining existing branch processes and initiatives to enhance customer experience.
- Work with the Sales Director (Head of Branch) to build a cohesive team comprising both the sales and service staff.
Skills/Attributes
- Diploma/Degree with at least 5 years of relevant experience
- Results-oriented and customer-focused
- Passion for customer service, including resolving customer complaints
- Good communications and inter-personal skills with both internal and external customers
- Good operational knowledge of branch banking
- Good leadership skills that will inspire high performance from staff