HSBC Group

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If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.                                                                                              

The BB Servicing Customer Care team will serve as a cornerstone for enabling market-leading customer service, being the experts in complex query management. The Customer Care team will be responsible for customer outreach and case management of complex queries for example Mandates, security reset and other key channel admin queries. Ensuring customers details are updated effectively and efficiently.

We are currently seeking an experienced individual to join this team in the role of Head of SME BB Customer Care. The base location for this role is Birmingham operating a Hybrid working model.

The Head of SME BB Customer Care leads the development of Business Banking complex query management, ensuring the team have the expertise to deliver excellent customer service. The Head will be responsible for all related TATs and SLA’s and responsible for the reduction in rejected applications.

This is a new team that the role holder will be responsible for building with support from transformation and the wider servicing leadership team.  The role holder will need to own the implementation strategy and delivery across team structure and resourcing; training & onboarding; process & procedure design and systems; performance reporting and continuous improvement.  The team are expected to drive a significant improvement in Customer NPS through providing a quality service experience for BB customers and driving improved performance in the underlying core account servicing journeys.

In this role, you will:

• Be responsible for engagement with the BB servicing senior leadership team setting out strategic objectives and priorities for the Customer Care Team
• Be responsible for the implementation of the new BB Servicing Customer Care Team
• Be responsible for ensuring The Customer Care Team adequate procedures, working closely with Quality and performance to deliver continuous improvements
• Collaborate with the Journey workstreams to highlight key customer pain points and support prioritisation of improvements
• Be responsible for development of Customer self-serve functionality and colleague tooling
• Foster a culture of continuous improvement and proactive refinement of processes.
• Identify new industry technology and build business cases for investment
• Drive team wellbeing, community, and engagement activities by building time allocated to support in the operational modelling

To be successful in this role you should meet the following requirements:

• Strong Commercial background or awareness
• Substantial experience in the field of performance management, including data analysis.
• The ability to provide direction, lead from the front from the front and inspire and motivate teams to perform and get things done.
• Forward thinking, progressive mindset with the ability to think strategically and support teams through change.
• Good written and verbal communication skills, enabling productive dialogue with internal and external customers.
• Highly numerate individual who can analyse and produce robust performance improvement plan across all KPI’s
• Ability to achieve outcomes within agreed time frames and under time pressures.
• A capacity to operate in a rapidly changing environment.

Continue to grow with our internal opportunities.

We believe that being open to a range of perspectives and cultures is vital for our business. We work hard to ensure our diverse and inclusive workplace reflects the communities we serve. We want everyone to achieve their potential – regardless of their gender, ethnicity, disability, religion, sexual orientation or age. If you have a different way of seeing the world, we are interested in hearing from you.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism.  This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.