Client Experience and Engagement Manager

HSBC • Buffalo, NY

1d

About The Position

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.

Requirements

• 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)

Responsibilities

• 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 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.

Benefits

• tailored professional development opportunities
• competitive pay and benefits package
• robust Wellness Hub
• welcoming and inclusive work environment
• industry-leading volunteerism policy
• generous matching gift program
• comprehensive program of immersive Sustainability and Climate Change Initiatives
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed