ID del contrato
Business: Contact Centre Offshore, UK Contact Centre Manila
Open Positions: 2
Role Title: CCSS Team Manager
Global Career Band: 7
Location: Quezon City, Philippines
Recruiter Name: Jamie Bellosillo Almendrala
Why join us?
We are in need of people who are advocates of customer centricity; someone who puts the customers at the heart of everything that they do. Someone who takes pride in delivering what is promised in line with our customer’s expectations and is focused on getting it right the first time.
The Opportunity:
Responsible for leading, coaching, motivating and developing a team of 10-14 CCSA’s in a call centre environment servicing various HSBC products and propositions. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard).
The role will have appropriate operational span of control of up to 12 direct reports.
The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
Our people in the Contact Centres are the first point of contact for HSBC customers, with high volumes of chats each day.. In order to deliver Superior Service to our customers, we need to be able to build effective rapport at the first point of contact to ensure we continue to be trusted with their financial needs.
The Team Manager role is integral to monitoring this first point of contact, ensuring all contact remains within mandatory constraints and legislation as appropriate, identifying the development needs of our executives to enable them to continue to deliver a superior service and value added sales
The role holder will set, agree and manage individual performance targets and objectives for executives ensuring timely completion and support of Performance Improvement Plans (PIPs), managing individual employee relations issues in line with company and local policy.
What you’ll do:
Impact on the Business
- Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)
- Understand Business Intelligence data and be able to translate into individual team performance plans
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
- Team achieves published standards & other KPIs
- Timely and effective team briefings
- Achieve productivity targets
Customers / Stakeholders
- Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
- Act as a secondary level of complaint as required when chats required.
- Champion and embrace change and innovation within the team
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
- Adhere to local regulations and programs around ‘Treating Customers Fairly’.
- Customer Satisfaction surveys (GFK etc)
- Feedback from internal and external customers
- Coaching effectiveness measures
- % of first contact successful resolution
- Employee Survey results
- Active floor management
- Promotion of activities around sales and revenue activities
Leadership & Teamwork
- Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling chat/call types across products and propositions and support with performance management
- Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
- Understand and translate the immediate business/function strategy into your team and align direction accordingly
- Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions
- Embed a best place to work environment for all of your team
- Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
- Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
- Always demonstrate professionalism and confidence
- Maintain best place to bank principles through coaching and training
- Delivery of timely Performance Management via monthly 1:1s and mid/year end performance reviews
- Documentation of individual action plans, review and follow up
- GPS/ engagement action plans
- Team absence figures/ Attrition
- Support achievement of Group Performance Management metrics (PIP completion, managing up under-performance and minimising repeat under performance.)
- Facilitation of team meetings
Operational Effectiveness & Control
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
- Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
- Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team
Postulación
What you will need to succeed in the role:
- Must be proficient in the language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialised applications
- Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills,
- Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
What additional skills will be good to have?
- Coaching Maturity and CORE Coaching Accreditation
- Coaching with the Capability Framework Accreditation
- Team Manager Essentials
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 Electronic Data Processing (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via 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.”
Nombre del recruiter
Jamie Bellosillo Almendrala
Email del recruiter
jamie.almendrala@hsbc.com.ph