IWPB Client Services Manager

We are seeking an IWPB Client Services Manager to join our International Wealth and Premier Banking team in Taipei. As a Client Services Manager, you will manage the customer due diligence experience, expectations and communications following referral or engagement by the Relationship Manager (RM).

Responsibilities:

• Outreach, oversee and prioritise high-value customers and urgent escalations such as blocked accounts, complex queries and remediation cases, ensuring timely and accurate resolution.
• Maintain high standards for every customer interaction by monitoring case status, reviewing aged items, and delivering feedback to drive continual improvement.
• Use MI and feedback to identify trends, recognise successes, and coach for performance improvement.
• Strengthen complaint management by owning end-to-end logging, investigation, and resolution, and escalating product or system issues appropriately.
• Build strong relationships with stakeholders, providing expertise and prompt issue resolution.
• Oversee and ensure professional communication and effective follow-ups to support customers through KYC and CDD.
• Manage quality assurance reviews, benchmarking and consistency checks to uphold high standards of customer interaction and compliance.
• Proactively escalate service risks, errors or systemic issues, keeping stakeholders informed and protecting HSBC's reputation.

Requirements:

• University degree or equivalent and relevant professional qualifications preferred.
• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Proven success in embedding process improvement against challenging targets.
• Strong English spoken and written communication skills.
• Works well in a team, proactive, and willing to learn.
• Ability to work well under pressure with high degree of accuracy.
• Familiar with banking procedures, such as SOP, DIM, operation systems.
• Sufficient MS office and well communication skill.
• Prior financial crime on KYC/CDD/FATCA/CRS related knowledge/experience a plus.
• Proven track record of strong focus towards high levels of Quality and Customer Service.
• Advanced stakeholder management and communication skills, with the ability to influence, negotiate and collaborate across functions and regions.
• In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.
• Strong analytical and MI skills; ability to interpret data and make actionable recommendations.
• Strong prioritisation and organisational ability, able to manage high volumes and competing deadlines in a fast-paced environment.