Head Of Customer Relations
Head of Customer Relations Business and Corporate banking. Operationally and strategically led the creation and implementation of HSBC Commercial Banking complaints centre of excellence. Customer focused and strategic initiative that required the complete set up and management of the process through to a business as usual contact centre.Management responsibilities include:-Operational management of all commercial complaints received ensuring high quality of resolution for the customer whilst ensuring regulatory requirements met.Root cause analysis of complaints received to drive change and implement fixes to process and procedures to improve and enhance customer experience. Overall result reduced complaint volumes and enhanced customer satisfaction.Management of Executive complaints received and customer responses from HSBC CEO and Senior Executive Managers.Responsible for Quality of complaint handling and FCA reportable data. Ensuring that HSBC complaint handling is consistent with FCA and Ombudsman guidelines.Management responsibilities of circa 200 fte based primarily within Customer Relations contact centre with additional management team in London and Birmingham. Employee engagement levels within Customer Relations highest within UK commercial banking and top 25% of HSBC group globally.Implementing Strategic initiatives in line with customer strategy and brand values focusing on exceeding KPI's and Customer Satisfaction scores (measured and reported externally). HSBC complaint handling moved from 7/7 to 1/7 through customer feedback and satisfaction scores showing an industry leading customer centric ethos.
