HSBC Group

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 Manager – Dialler / WFM

Role Purpose:

The collection of delinquent customers, and the generation of income for the bank through sales activity is undertaken in an increasingly sophisticated and technical environment.  The use of multiple contact channels includes Outbound Dialler, Workforce Management, Inbound and Digital channels.  The scope may include Collections, Sales, Fraud, and Contact Center, for WPB.

Main Activities:

• Understand technical advancements in a fast-paced, global marketplace, and ensure HSBC remains at the forefront.
• Due to the volume of calls made and received daily, this function operates in a fast-paced environment. The effective handling of these calls has a direct impact on the Bank’s P&L. The team is kept exceptionally busy throughout the day, reacting to the business needs.  It is important that the role holder creates an atmosphere that motivates the team.
• As the Collections and Sales activity has increased, the business is becoming increasingly fragmented. This requires the team to execute more complex contact strategies to meet the demands of its customers.
• Act as a subject matter expert based on the assigned contact management technology.
• Support daily execution tasks and project related support on contact management channels that one is responsible for managing.
• Communicate opportunities and potential gaps to one’s management team.  Provide guidance and resolution to rectify these types of situations.
• The role can improve efficiency and profitability for the bank through the provision of an effective contact strategy, combined with the efficient use of operations staff.  This scope includes bad debt volumes under the influence of the work completed, along with the receivable revenues generated.
• Oversight of day-to-day application of Contact Technology strategies, and the control of system changes effecting business predictive diallers and other contact channels.

• Proficient in the use of software products used within HSBC.  Includes Microsoft Office.
• An in-depth understanding of the Contact Technology system and its capabilities.
• An excellent understanding of the Data environment.
• Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization.
• Has an excellent knowledge of the credit life cycle and understands the market positioning of HSBC products.
• Has substantial experience of the HSBC operations environment or a similar environment in another organization.
• Graduate level qualification preferred or related experience in workforce management and managing teams (3-5 years’ experience)
• Experience in using Aspect and Genesys
• Bachelor’s degree

Competencies:

• Responsibility
• Honesty
• Commitment
• Objective Communication
• Adaptability

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

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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 Process Mexico Private LTD***