53537 IWPB Client Services Manager 經理

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Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers.

People Responsibility: No

Reports To: KYC Operations Manager

Role Purpose
Manage the customer due diligence experience, expectations and communications following referral / engagement by the Relationship Manager (RM). Coordinate the customer due diligence activity, including the collection of required documentation (evidence) and client information and customer outreach, to fully execute Know Your Customer (KYC) / Client Due Diligence (CDD).

Job Contents
1.Outreach, oversee and prioritise high-value customers and urgent escalations such as blocked accounts, complex queries and remediation cases, ensuring timely and accurate resolution.
2.Maintain high standards for every customer interaction by monitoring case status, reviewing aged items, and delivering feedback to drive continual improvement.
3.Use MI and feedback (including NPS, customer comments and complaints data) to identify trends, recognise successes, and coach for performance improvement.
4.Strengthen complaint management by owning end-to-end logging, investigation, and resolution, and escalating product or system issues appropriately.
5.Build strong relationships with stakeholders (e.g. RMs, KYC Ops, Transformation, Compliance, Risk, IT etc.), providing expertise and prompt issue resolution.
6.Oversee and ensure professional communication and effective follow ups to support customers through KYC and CDD.
7.Manage quality assurance reviews, benchmarking and consistency checks to uphold high standards of customer interaction and compliance.
8.Proactively escalate service risks, errors or systemic issues, keeping stakeholders informed and protecting HSBC’s reputation.