Job description
Business: Intl Wealth & Premier Banking
Open positions:1
Role Title: People and Performance Culture Officer GSC’s
Global Career Band: 7
Location (Country / City ): India/Hyderabad
Recruiter Name : Surbhi Jain
The Opportunity:
The role of the Performance Culture Officer (GCB7) is to support the Performance Culture Manager to drive a high performing culture focused on Customer & People Experience. This will be through analysing key MI based on employee insights and identifying opportunities to improve our performance to drive customer excellence as well as working with key stakeholders across Shared Operations to support a culture of high performance through ensuring our people feel valued and looking at ways to improve the way we work, enhancing our employee and customer experience.
What you’ll do:
Supporting the PCT Manager with the review of key people MI such as: attrition/eNPS/Snapshot/my heartbeat/GIF survey/exit surveys/coaching and performance management output and quality (PIPs/POPs/etc)
Supporting PCT Manager with trend analysis & opportunities for support/improvement through performance MI Review & Outliner Identification/management
Supporting the PCT Manager with the deployment of People Plans and relevant People & Performance Management Forums in line with site/market/contact centre/business priorities.
Supporting the PCT manager with the creation and delivery of site Engagement runways to boost employee morale based on key people insights and supporting leaders to deliver these initiatives.
Supporting the PCT Manager with the design and delivery of relevant employee communications to support key leader & business messages.
Supporting the PCT Manager with the Design of Recognition and Reward plans to help drive a culture of high performance as well as feeling valued.
Supporting the onboarding journey of new hires through onboarding plans and supporting hiring initiatives
Leadership & Teamwork
Acts as a role model for our Group Values and Behaviors supporting colleagues to deliver superior customer service through these values.
Values & drives diversity amongst team.
Ability to identify opportunities for coaching using relevant coaching and feedback tools.
Understanding of the relevant Performance Framework and ability to undertake regular performance reviews
Management of risk
Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
Observation of Internal Controls
Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
Requirements
What you will need to succeed in the role:
Strong communication and people skills
Strong stakeholder management skills
Ability to adapt and flex in a fast-paced environment and problem solve.
Ability to analyse and utilize data to support performance initiatives.
Experience working in a contact Centre environment.
Strong planning, organization and time management skills.
Microsoft Office Skills (Excel/PPT)
Link to Candidate User Guide:
(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 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.”
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Recruiter name
Surbhi Jain
Recruiter email
surbhi1.jain@hsbc.co.in