HSBC Group

Job Advert Details

Why join us?

Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want to come to work, whose leaders will spend time with you, invest in your development, and promotes work – life balance.

The Opportunity:

A Team Manager you will set the tone for the contact centre bringing a positive, can-do and people orientated outlook. You have a central role to play in effectively leading and implementing change as an integral part of delivering the business strategy.

The role is a customer facing, where leadership and meeting customer needs are critical to the success of the business. Your role, as Team Manager, is to lead and manage a contact cntre  team to ensure achievement of the business objectives and deliver the branch performance measures in line with the business objectives.

What you’ll do:

Impact on the Business

• Accountable for the performance of your team and all that they do, contributing to the successful delivery service of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service and operational targets)
• Understand Contact centre activity  data and be able to translate same  into individual team performance plans
• Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
• Drive digital banking engagement through multichannel
• Ensure Customer Service levels are being met on a daily basis .

Customers / Stakeholders

Manage and resolve escalated customer queries, complaints and enhance HSBC values, reputation and the business.

• Champion and embrace change and innovation within the team
• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
• Adhere to local regulations and programs around ‘Treating Customers Fairly’.
• Ensure Customer satisfaction through INPs Channels

Leadership & Teamwork

• Take full accountability for the Leadership, coaching,absence management of a team of up to 12 FTE of CSRs handling all call types across products and propositions and carry out effective performance management
• Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
• Understand and translate the immediate business/function strategy into your team and align direction accordingly
• Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions
• Embed a best place to work environment for all of your team
• Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
• Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
• Always demonstrate professionalism and confidence
• Maintain best place to bank principles through coaching and training

Operational Effectiveness & Control

• Knowledge of Group/country compliance/regulatory requirements, Operational Risks for IWPB
• Maintains HSBC internal control standards and based on real-time observation identify timely training needs
• Awareness of all elements of Operational Risk associated with the role in compliance
• Continually review work practices to improve productivity, whilst identifying activity trends to improve customer/agent journeys
• Ensuring appropriate Adherence related updates takes place timely
• Managing CSR activities resulting enhanced productivity to call volumes .

Morning huddles

• Each CC Team Manager is to ensure that a daily morning team meeting is conducted in order to identify the needs for the day and plan the day ahead for effective performance from the entire team.
• The standard format to be used would be the below mentioned 5 topics
• Team Activity  Performance (Operations and Service )
• Global/local standards
• Important email awareness
• Operations/Service best practices (Role plays,Quiz, questioners)
• Each morning huddle should be recorded as meeting minutes and held in a file for future reference
• Need Based Selling referrals  – EDRAS
• The basis of acquiring and developing customers should be practiced with the help of the 5 step process called the EDRAS. All staff are expected to have a thorough understanding of this process, and it is the CC TMs responsibility to ensure that all acquisition referrals and customer development is conducted with the use of this process. The 5 steps are: Engage, Discover, Recommend, Act and Service.

Qualifications

What you will need to succeed in the role:

• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution
• Ability to work in a high-volume, fast paced changing environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Equipped to deal with customer conversations by displaying patience and empathy
• Ability to follow process and procedures to mitigate risk/errors
• Must be competent to handle a set of core skills required for the role which include first direct core banking enquiries

What additional skills will be good to have?

• Resilience in role will support the role holders in working in a busy work environment irrelevant of location.
• Regular changes to procedures and advances in technology will regularly impact the role holder.  Therefore, pro-activeness and ability to embrace change will ensure success.
• A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.

Want to Apply?

• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal 
• All applicants should have served at least 18 months in their current functional role and department
• Applicant should inform their Line Manager prior to applying
• Application form should be submitted on CareerLink along with their updated CV 
• All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date 
• Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
• Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application 
• Right to work is required. Local employment rulings and restrictions will apply.
• Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
• Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.