Job Advert Details
Business: Global Business – HBUK Collections
Open positions: 2
Role Title: TEAM MANAGER, FST SECURED
Global Career Band: 6
Location : Quezon City, Philippines
Recruiter Name: Ched Uy Mulit
Why join us?
- GSC Manila Collections has circa 450 people across 2 call centre sites catering to eight markets.
- The jobholder will be required to manage production operations with some level of complexity and scope.
- Responsible for managing and utilizing resources in a manner that helps operations to meet efficiency and effectiveness standards ultimately aimed to improve customer journey.
What you’ll do:
- Assist Ops management to meet production PLAs/standards.
- Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
- Be abreast with Procedural changes / new initiatives to understand it’s impact on production, people and customer.
- Production management ways of working are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness.
- Establish and maintain effective relationship with key stake holders onshore and offshore teams and identify areas of service improvements.
- Proactively identify problem situations and resolve to give maximum customer satisfaction. Escalation used only where necessary.
- Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
- MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
- To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Qualifications
What you will need to succeed in the role:
- Strong understanding on Collection Production KPIs
- Knowledge and experience in dealing with UK FST Tier 1 and 2 Solutions
- Strong leadership skills evidenced by achievement of objectives.
- Track record of production management with strong organization and planning skills along.
- Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
- Evidence of strong operational decision making and be able to provide analytical support to the teams.
- Evidence of process management skills with an ability to initiate process improvements
What additional skills will be good to have?
- As a Team Manager for Secured, you are responsible for the performances of the team under your purview. You are required to be the driving force to ensure that the service levels are maintained at its optimum level.
- Relationship building would be the focus of the role with an approach to improve on existing services provided.
- Should ensure that staff is kept motivated and development plans are in place
- Additional privileges and authority would be provided for audit and managerial purposes. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same.
- The Manager Operations (Line manager) would be overseeing the Team Manager’s day to day operational aspects and would also be seen as the mentor for personal development.
- The Team Manager would be required to lead and manage the teams to meet set performance targets as agreed. These targets would be expressly documented in the PLA documents signed for the process.
- Responsible for developing a climate in which creativity thrives and in which process quality and productivity are continuously improved.
You’ll achieve more at HSBC
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.”
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.
***Issued By HSBC HDPP***
* The information contained in this job description is a true and accurate reflection of the job as specified.
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 company. Check your tenure in current position by viewing your Employee Profile on HR Direct. See Time in Position under Employment Information.
- Applicant should inform respective Line Manager prior to submitting an application
- Application form should be submitted on CareerLink along with their current CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual. "
Recruiter name
Mercedita Mulit
Recruiter email
mercedita.x.mulit@hsbc.com.ph