职责描述: The Non Financial Risk (NFR) plays an important role in enabling the bank to operate within its risk appetite, by ensuring efficient and effective risk and control management. The NFR achieves this by providing operational risk and control expertise, conducting high quality reviews of the bank's control environment, conducting end to end control assurance reviews on key controls, maintaining robust risk governance focused on material risk and issues, and evolving a culture of continuous and consistent risk management. 1. Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned. 2. Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation. 3. Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications. 4. Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements. 5. Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints. 6. Share best practices of complaint handling with other customer facing colleagues. 7. Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities. 8. Proactively instill HSBC core values and business principles. 任职要求: 1. University degree in a related discipline or relevant experience. 2. Minimum of 5 years work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience. 3. Familiar with retail and wealth management products and services plus and related operations preferred. 4. Customer centric mindset, strong business sense plus positive and sincere work attitude. 5. High degree of personal drive and resilience. 6. Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua. 福利待遇 - 具竞争力的薪酬：基本工资 绩效奖金 轮班补贴 早晚班交通津贴； - 健全福利保障：五险一金 补充性商业医疗保险 免费年度体检； - 畅享10 天假期：除享有国家法定节假日外，还拥有至少10天带薪年假、12天带薪病假、1天生日假、婚假、产检假、产假以及陪产假、哺乳假等，助您达到工作生活的平衡； - 弹性福利制度：年假可买卖，商业医疗保险套餐可升级，您还可申请旅游补贴、个人进修补助、运动健身补贴等，满足个性化福利需求； - 人性化工作环境：使用公司的员工餐厅、咖啡室、休息室、娱乐室等，进行劳逸结合； - 多元化员工活动：运动会、团建、年会等精彩活动给您平台，任您施展才华。 培训与发展 - 广阔的职业发展平台：遍及全球的集团网络，提供扩展人脉及跨文化交流的机会，您还可申请不同国家及地区的长短期职位，不断挑战自我； - 系统性人才培育及发展：配备职业导师，为您提供清晰的职业规划指导，充分挖掘横向及纵向的发展潜力； - 完善的专业培训体系：入职即可享带薪培训，多元化的培训机会，还有资源及教育援助，帮您逐步实现职业目标。