Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations.Identify service deficiencies and gaps through managing customer feedback/comments complaints and develop/implement/monitor the appropriate tactical initiatives with Quality Improvement unit for improvement.Measuring the quality of service levels abroad all segments (Retail, wealth-Corp customers & Staff) for different business models from customer point of view and organization awareness with staff satisfactions.Root Cause Analysis for deficiencies identified with proposed enhancement plans.Increase the ability of Call Center and working with HO & branches quality unit for the front liners, to resolve customer complaints and achieve higher percentage of First Point Resolution.Ensure the Sales Quality process meets Quality standards in assessing and auditing the sales quality outcomes, to ensure the products sold by the sales force are compliant and that all documentation meets to agreed service standards.Responsible for enforcing sales quality guidelines and sales compliance, monitoring of sales process and conducing quality control checking.Ensure issues are resolved by addressing of the root cause and should be determined along with the business.Provide recommendations to improve and streamline the sales quality of the front sales office and other relevant unitesAnalyze the completed evaluations of Call Center and Retention Quality issues and provide the stakeholders with recommendations to improve overall quality performance.Sample Audit to be carried monthly basis to ensure that assessed calls are handled accordingly to Quality Standards.Provide support to Team members by creating an action plan to address non-completion of monitoring and coaching sessions.

Responsible for building relationships and account management while resolving customer enquiries in a professional manner✓ Responsible for building relationships with stakeholders and business partners✓ Responsible for effective management of customer relations team, through setting expectations, coaching, monitoring, evaluating and reinforcing performance reviews, monitoring, skill building and improvement plans✓ Acts as a focal point for customer communication in service failure related issues and ensure proper handling by branch / Department staff within SLA✓ Being an investigator for assessing root cause of complaints and minimize re-occurrence✓ Responsible for the motivation and effective development of individuals to meet business targets✓ Ensures all the daily, weekly & monthly MI reports / presentations/MI are prepared within the scheduled deadlines✓ Provide an open communication channel for all team members, ensuring there’s comfortable environment and timely resolution of issues✓ Take ownership and initiatives to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution✓ Develop and maintain good working relationships at all levels, including during difficult or challenging circumstances✓ Use customer insights and feedback to continuously enhance customer experience, increase loyalty, advocacy and retention rates✓ Analyze on daily basis closed complaints on Complaint Management System by reviewing each complaint to ensure that products have been chosen correctly, complaints were resolved properly and closed on the concerned party to reach Root Cause Analysis and help improve service✓ Adhere to all compliance, bank polices and local banking regulations

✓ Responsible for leading, coaching, motivating and developing a team of 10-14 CCSA’s in an inbound and/or outbound high volume call center environment servicing various HSBC products and propositions. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard)✓ Accountable for the performance of the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)✓ Understand Business Intelligence data and be able to translate into individual team performance plans✓ Plan and prioritize work appropriately considering importance, urgency, customer and business impact✓ Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business✓ Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers✓ Adhere to local regulations and programs around ‘Treating Customers Fairly’✓ Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with performance management✓ Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels

✓ Ensure complaints are logged on System by frontline staff✓ Effectively address and resolve complaints being received at contact centre✓ Resolve complaints coming through Complaint Handling System including the branch service performance✓ Responsible for complaints in progress/monitoring and ensure SLA adherence

✓ Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.✓ Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications✓ Owns and resolves issues and understands how and when to escalate✓ Acted as a deputy for my team manager

✓ Support customers' inquiries about products and services✓ Handling different complaints✓ Provide the highest level of customer service and ethical decision making✓ Train conference team on operations, policies, and procedures✓ Provides customer additional information or explains services✓ Discusses products offered and ensures customer satisfaction✓ Completes supporting paperwork and data entry as required✓ Accurately captures customer information✓ Creates and maintains service reports