Job Description

Job description The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we\'re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers open more doors than others. If you\'re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC. Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management and Global Private Banking, to become one of the world\'s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC\'s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers\' needs. Principal Responsibilities Impact on the Business . Take accountability for the performance of contact center teams and all that they do, contributing to the successful delivery of \'Best in Class\' standards whilst remaining within key operational performance parameters (service, sales and operational targets. Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving sales, service and efficiencies . Communicate all operational requirements and changes to teams to ensure effective implementation . Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met. Plan and prioritize work appropriately e.g. considering importance, urgency, customer and business impact Customers / Stakeholders . Lead contact center teams who deliver outstanding customer service and sales propositions. Wins new and lasting customer relationships . Develops actionable plans around people capability that are aligned with HSBC\'s business strategies and drives change in people capability in order to differentiate HSBC and its brand from competitors. . Implements agreed action plans from Customer Service feedback . Provides feedback and proposals to Senior Managers on contact center performance and progress . Conducts second level new hire interviews as required . Manage and resolve escalated customer concerns and use appropriate business judgment making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business. . Champion and embrace change and innovation within the teams Leadership & Teamwork . Full accountability for the leadership, coaching, objective setting, performance and absence management of up to 8 Team Managers (1 or 2) ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard. . Through pro-active coaching, feedback and other development interventions help build your Team Managers (1 and 2)\'s capabilities, ensuring talent is recognized and underperformance is managed appropriately . Conduct value-adding monthly 1:1\'s, mid-year and year-end performance reviews, meeting all GPM requirements . Adhere to and accountability for relevant procedures under defined coaching scheme . Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance. (including stage 2 gross misconduct and disciplinary procedures) . Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy. . Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time. . Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams . Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service . Demonstrates professionalism and confidence . Provide cover for other department managers as required Operational Effectiveness & Control . Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for WPB Centres . Coordinates findings and resolutions of HSBC internal control audits . Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres . Conducts audit the auditor duties within the contact centre as required Major Challenges . Balancing the needs of all stakeholders fairly and equitably. . The nature of the role requires the adherence to highly effective resource management techniques to ensure optimal operational efficiency across a wide variety of processes. . Staff retention will be a significant challenge due to the increasingly competitive nature of the Contact Centre related services market and the flat management structures. It is essential that the management team is able to lead and motivate staff with widely differing aspirations working in a high-pressure, productivity-based environment where deadlines are critical. Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. Effective people management skills are essential to run this operation. . Effective operational risk management and contingency planning will be crucial in developing a climate of trust and confidence Role Context The role operates within a HSBC WPB Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times. The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group. Requirements Qualification . Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions . At least 5 years of relevant Management experience in financial services and/or call center operations is desired but not necessary dependent upon prevailing market . Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering . Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus . Excellent interpersonal, oral and written communication skills required. . Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills. . A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve . Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships. . Problem solving and Decision making skills - PSDM with an ability to respond quickly and communicate effective remedial plans if need be. . Experience of coaching, mentoring, developing others and motivation skills . Computer literacy (word processing, spreadsheets and database applications) . Must be well organized, demonstrate initiative, and able to manage multiple projects. . Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment . Maintain document control and data integrity . A passion for delivering the operational balanced scorecard through engaged , empowered , well trained people . Proficient in English and local language Useful Link Link to Careers Site: Click You\'ll achieve more when you join HSBC. HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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