ID del contrato
International Wealth and Premier Banking (IWPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
People responsibility: Y
Report to: SVP and Head of Contact Centre
Role Purpose:
- Lead the transformation team Contact Centre to deliver transformation strategies and streamlining objectives with expected performance measures per defined
Job Context:
- An integral part of IWPB and embraces all IWPB customer segments and propositions
- Responsible for establishing, directing, and overseeing the development and implementation of Group Contact Centre Transformation and Streamlining strategies, aiming to align with the latest business and operation models and to to cover all lines of products and customer segments in its objectives with an efficient and effective business model
- The role is accountable for a close connection among market trends/client needs, ultimate product/channel delivery, and business strategies
- To deliver aforementioned objectives, the role would require initiating, formulating, and implementing transformation and streamlining models (including systems, process, and people) so as to utilize Contact Centre resources, to optimize cost efficiency, and to enhance customer experiences and satisfactions
- Ensure strategic transformation and streamlining activities across different teams within Contact Centre are implemented effectively and consistent with Group Contact Centre strategy
- The role will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures
- The role would need to work collectively with colleagues and key stakeholders and to optimize use of the Group’s facilities and scale for competitive advantage
Below are objectives for the role and these do align with business directions:
1. Lead E2E transformation process from engagement and alignment to implementation to ensure quality and timely delivery
2. Keep vigilant about the potential and emerging risks while implementing transformation and streamlining tasks
3. Manage all Contact Centre related IT deployments conducted thoroughly, such as SFE enhancement, card system replacement and, internet/mobile banking upgrade
4. Support Head of Contact Centre to deliver streamlining and change management projects from Group Contact Centre to equip staff future skills and to uplift productivity and efficiency
5. Assist Contact Centre to provide a consistently excellent customer service and experience
6. Advocate HSBC value
Postulación
- University degree and above
- Proven track record for wealth and personal banking experience with professional experience and understanding of the banking and operating environment in Taiwan
- Strong logical thinking, negotiation, project management, strategic planning, and leadership skills; covering front line and sales experience to support business growth
- Proven track record in leading and managing change, particularly given the organization’s continually evolving nature
- Strong business acumen and ability to continually make trade-off decisions
- Sound understanding of the HSBC business, network, customer segments, products offered and competitive market
- Good knowledge and experience of business process reengineering. six sigma training and qualification would be preferable
- Proactive and independent, displaying creativity and lateral thinking
- Highly developed interpersonal skills, required to establish good relationships with business users at sites and supporting units
- A strong desire to challenge existing work practices and effect positive change to enable the bank to meet its strategic aims
- Has ability to handle a complex range of business dynamics in a rapidly changing market
- Strong leadership, self-motivator, and managerial skills
- Excellent communication and influential skills would be crucial
- Excellent English language skills with strong commercial orientation