Client Experience and Engagement Manager

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share.

The Client Experience and Engagement Manager - Customer Relations leads the US IWPB (International Wealth & Premier Banking) Customer Relations complaint-handling function. The role is accountable for ensuring escalated complaints are investigated and resolved fairly, consistently, and within required timeframes, in accordance with applicable regulatory requirements and HSBC standards. This role also drives the use of complaint insights to reduce repeat issues and improve end-to-end client experience.

As Our Client Experience And Engagement Manager You Will

• Lead, coach, and develop a centralized team of complaint handlers; set clear expectations, manage priorities, and reinforce a client-focused culture aligned to HSBC values
• Ensure timely, accurate, and high-quality investigation and resolution of elevated and escalated complaints across US IWPB, including clear written and verbal responses to clients
• Drive adherence to FIM (Functional Instruction Manuals) and relevant external requirements across US IWPB through documented procedures, behavioral guidance, monitoring activities, and appropriate evidence of control
• Own and administer the monthly complaint quality assurance process, including reporting, thematic analysis, and actions to improve quality and consistency
• Recommend and drive changes to policies, procedures, and servicing practices to reduce complaint frequency and severity
• Maintain strong relationships with senior leaders and key stakeholders (local and global); engage relevant stakeholders on significant matters to ensure appropriate visibility and coordination; support engagement with auditors and regulators as required
  
  

You´ll likely have the following qualifications to succeed in this role:

• Demonstrated capability to resolve complex, unstructured customer issues, applying strong judgement, analytical thinking, and sound decision-making
• Strong client service capability, including experience managing high-emotion interactions with professionalism and empathy
• Strong people management experience, including coaching, performance management, prioritization, and workload management
• Excellent written and verbal English, including business writing and client-facing correspondence
• Experience with US bank products and services
• Knowledge of US regulations governing banking products and servicing
• Ability to interpret and communicate complex banking situations and to work effectively with stakeholders at all levels, including Legal, Compliance, and Operations
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
  
  

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.