HSBC Group

International Wealth and Personal Banking 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.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for 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.

This role is primarily responsible for motivating and leading accreditation training for team of new recruits or newly cross trained executives to handle customer calls in a contact centre environment.  Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the training and takes responsibility and accountability for the accuracy of information delivered. When not conducting training will provide floor support and take customer phone calls to keep current with accreditations. 

·Report to: VP Contact Centre Transformation

·People responsibility: N

The objective of this role is to:

1. Set proper trainee expectations and provide high quality, effective training which incorporates the EDRAS and HSBC brand values.
2. Ensures process training is completed in accordance with the training plans
3. Completes all administrative tasks including material duplication, manual assembly, supplies requisition, certificate completion, schedule preparation, room readiness and applicable tracking and reporting of information
4. Involvement in Materials Development and Maintenance
5. Take accountability and place emphasis on building on the learning gained from induction and maximizing the speed to competence of all new recruits and monitoring progress.

• 5 years+ experience in call centre
• Experience of coaching, monitoring, developing others and motivation skills
• Demonstrated experience and knowledge in call centre dynamics e.g. procedures, processes and systems used, products sold, agent skills and training, regulatory requirements
• Understanding of internal control, risk management (operations), and quality audit parameters
• Computer literacy (word processing, spreadsheets and database applications)
• Excellent oral, written, and interpersonal communication skills. Ability to express ideas clearly and concisely
• Must have proven ability to rapidly develop and deploy training solutions to support program
• Able to work independently and under pressure