HSBC Group

GCB 6

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Wealth and Personal Banking (WPB) Hong Kong helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Senior Team Manager (Outreach).

Principal Responsibilities

In this role you will

• Lead, coach, motivate and develop a sizable team of third-party agents in an inbound contact centre environment and outreach service
• Ensure and manage vendor & third-party agents performance including standards in quality, outstanding service, control and financial performance to delivers incredible customer service and sales propositions
• Provide real time support to the team including on site support and outreach operations
• Handle disputes and customer complaints or suspected fraud case when required
• Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
• Understand Business Intelligence data and be able to translate into individual team performance plans
• Maintain the Bank's internal control standards, implement and observe internal compliance policies and maintain awareness of operational risk and minimize the likelihood of it occurring
• Ensure outreach service deliver satisfied quality and comply with bank and regulatory policy

To be successful you will need

• University level education, preferably in finance, business or a related discipline
• Solid experience in managing a team through coaching, mentoring, developing and motivating others
• Strong customer service mindset and high commitment to service excellence
• Sound knowledge of Retail Banking and Wealth Management financial products
• Familiar with regulatory and compliance requirements in particular on insurance and investment products
• To hold Insurance and Investment license are preferred
• Strong interpersonal, communication, problem solving, influencing and leadership skills
• Proficiency in written and spoken English and Chinese, Mandarin is an advantage
• Proficiency computing skills, willing to perform outreach management & shift duties, including weekends and public holidays if required

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

Opening up a world of opportunity

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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. 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 The Hongkong and Shanghai Banking Corporation Limited.