Job description
Business: Contact Center
Open positions: 1
Role Title: DIRECT ACCOUNT OPENING (AO) MANAGER GSC’s
Global Career Band: 7
Location (Country/City): India/Bangalore
Recruiter Name: Srthi S Thampi
Why join us?
- Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
The Opportunity:
- Responsible for leading, coaching, motivating and developing a team of 13 to 14 team members in an inbound high voice Sales & Service Contact Centre environment. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators in line with our business strategies and regulatory requirements (i.e., scorecard).
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 of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)
- Understand Business Intelligence data and be able to translate into individual team performance plans
- Plan and prioritize work appropriately considering importance, urgency, customer and business impact.
Customers / Stakeholders
- Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business.
- Act as a secondary level of complaint as required when calls required.
- 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’.
Leadership & Teamwork
- Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with 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 environments 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 compliance, Operational Risk
- Maintains HSBC internal control standards.
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
- Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team
Requirements
What you will need to succeed in the role:
- Must be proficient in English.
- Needs US Account Opening procedural knowledge.
- Open to working flexible shifting schedules
- Must be flexible, customer centric, sales-driven 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.
- Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required.
- Proficiency with personal computers and basic software packages and specialized applications
- Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service.
- Excellent communication skills,
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment.
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
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.
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
***Issued By HSBC Electronic Data Processing (India) Private LTD***
Recruiter name
Srthi S Thampi
Recruiter email
srthi.s.thampi@hsbc.co.in