Manager - Call Center - MPF Call Centre -HSBC Operations, Services and Technology - NHC
HSBCFoshanUpdate time: August 5,2019
Job Description
Manager - Call Center - MPF Call Centre -HSBC Operations, Services and Technology - NHC : 0000DA6S
说明
Some Careers grow faster than others.If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
HSBC Operations, Services and Technology
HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.
Global Service Delivery
Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.
Role Purpose
We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:
Impact on the Business
· Take accountability for the performance of contact centre teams and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, and operational targets).
· Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving customer needs identification, 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 priorities work appropriately e.g. considering importance, urgency, customer and business impact
· Contact center and individual teams achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, AHT, ASA, operational risk etc.)
· Effectiveness of monitoring and analyzing MI, which leads to sound decision making around recruitment, retention and development of staff
· Adhere to the service metrics whist building a high performing team
· Achieve productivity targets
· Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case
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
· Conducts second level new hire interviews as required
· Champion and embrace change and innovation within the teams
· Effective and timely coaching and development of managers through 1:1’s and performance reviews
· Actively promotes participation in community (Corporate Social Responsibility) activities and raises awareness of HSBC’s global community initiatives.
· Management of performance gaps, staffing requirements and attrition rates etc
· Participation in site wide initiatives and Best Practice sharing sessions
· Customer Satisfaction surveys (GKF etc) % first call resolution
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 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.
· 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
· Balanced scorecard and Customer Surveys achieved
· Evidence of good working relationships with all stakeholders and operational units to ensure that operations deliver a high standard of customer service
· Active member of management team contributing new ideas and delivering activities aligned to strategy and GPS/ engagement focus areas.
· Develops direct reports through coaching and timely feedback
· Documented objectives and PDPs with review and follow-up
· Ensures Under and High Performance Management are consistently managed, including development and recognition initiatives
· Participation in company and social responsibility events
· Resource utilization – recruitment, absence and attrition
Operational Effectiveness & Control
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM 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
· Assists in the implementation of the Group compliance policy locally with the relevant Compliance Officer
· Ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators
· Timely implementation of internal and external audit points together with any issues raised by external regulators
· Completion of technical training that enhances system knowledge and proficiency
· Compliance metrics
· Timely completion of mandatory compliance, risk and regulatory learning modules
· Compliance metrics
· Completion of internal audit file checks and competency checks within established timelines
资格
- 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 centre 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
You’ll achieve more at 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.
***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***
工作领域
: 呼叫中心主要地点
: Asia Pacific-中国-Guangdong-Foshan编制
: 全职班次
: 轮班空缺类型 : 国家空缺职位
职位发布
: 2019-7-5, 上午09:24:42结束发布日期
: 2019-8-16, 下午04:59:00Get email alerts for the latest"Manager - Call Center - MPF Call Centre -HSBC Operations, Services and Technology - NHC jobs in Foshan"