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Business Descriptor
Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.
Job Profile
AM Complaint quality Assurance to funcion in line with the WPB Complaint Handling Quality Assurance Guidelines which provides a framework for conducting the Quality Assurnce (QA) of classification of customer communications, complaints identification and handling complaints. This provides assurance that customers receive a fair outcome,



and their complaint is fully investigated. In addition, it ensures all complaints being identified and resolved have followed the correct procedures whilst ensuring regulatory requirements are fulfilled.
Tasks and responsibilities of the job holder may include the following:
Classification of Customer Communication: Identify potential gaps or risks in the classification of customer communications at WPB contat centre by listening to the customer calls. Ensure agents are following the categorization of customer conversations as complaints, suggestions or queries are executed by the contact centre executives strictly in line with the bank defined guidelines:
Ensure customers receive the right outcome: The quality of the decision made during the customer communication and the customer outcome conclusion, i.e. was it fair, transparent and not misleading; the appropriateness of the classification in line w

📌 Assistant Manager Customer Complaints (Mumbai)
🏢 HSBC
📍 Mumbai