Ketsada Vang
About Ketsada Vang
Ketsada Vang is a Team Manager in Customer Relations at HSBC in Australia, where he has worked since 2020. He has extensive experience in client relations, having previously held positions at Macquarie Group, Pepper Financial Services Group, and ING DIRECT Australia.
Work at HSBC
Ketsada Vang has been serving as the Team Manager for Customer Relations at HSBC since 2020. In this role, he oversees the Complaint Handling Resolution framework for Retail Banking and Wealth Management (RBWM) in Australia. He collaborates with both internal and external stakeholders, including Regulators and the Australian Financial Complaints Authority (AFCA), to ensure compliance with regulatory guidelines. His responsibilities include training team members to effectively perform their duties and providing insights to enhance customer experience through data-driven conclusions.
Previous Experience in Client Relations
Prior to his current position at HSBC, Ketsada Vang worked at Macquarie Group as Team Leader in Client Relations from 2011 to 2017. He also held the position of Senior Case Manager at Pepper Financial Services Group from 2018 to 2020. His career includes a role as Senior Deal Administrator - 2IC at Westpac Institutional Bank for eight months in 2017 to 2018 and as a Hardship Specialist at ING DIRECT Australia from 2002 to 2011. Additionally, he briefly worked as a Dispute Analyst at the Financial Ombudsman Service Australia in 2011.
Education and Training Background
Ketsada Vang completed his education at Fairvale High School, where he studied from 1993 to 1999. His educational background laid the foundation for his career in customer relations and financial services. Throughout his professional journey, he has focused on enhancing his skills and knowledge to effectively manage customer interactions and team performance.
Team Management and Leadership
In his role as Team Manager at HSBC, Ketsada Vang is responsible for motivating his team through challenging conversations with front-line staff and customers. He ensures that all team members are adequately trained to perform their duties effectively. His leadership approach emphasizes collaboration and communication, fostering a productive environment that prioritizes customer satisfaction.