HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Contact Centre Senior Department Manager - HIT-HASE INBOUND HIGH-SALES.

Principal responsibilities

• Takes ownership of delivery of business specific process requirements.
• Creates a motivated, highly skilled team to enable operations to meet business objectives.
• Supports the site manager and as appropriate represents the contact centre in transformation projects.
• Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners.
• Local change support when introducing new interventions/procedures.
• Assist in driving the employee engagement to above best in class.
• Identify improvements to the people experience within the people strategy and leverage best practice. 
• Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs.
• Ensures process training is completed in accordance with the training plans.
• Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.
• Responsible for the end to end new hire experience and onboarding process.
• Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support.
• Provide support on people experience matters to site leadership to ensure people experience and engagement is maximized.
• Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.
• Conducts audit the auditor duties within the contact centre as required.

• Minimum of 2 years in a customer contact operational business, and/or related management experience with proven and progressive customer service experience or equivalent.
• Proficient in English and local language.
• Excellent interpersonal, oral and written communication skills required. 
• Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
• Ability to work in a dynamic, high volume environment and
• Problem solving and Decision making skills.
• Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering , people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.
• Open to working flexible shifting schedules.     

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

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. 

You’ll achieve more when you join 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. 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.