HSBC Group

(Grade: GCB7)

Wealth and Personal Banking (WPB)

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager 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.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Impact on the Business

1.        Conducts back to back Trends Based Analysis quality asessments and producing high quality reports for both voice and non-voice interactions.

2.        Actively participates in benchmarking and calibration sessions.

3.        Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.

4.        Operates in accordance with agreed procedures and guidelines.

5.        Manages assigned tasks knowing when to refer to issues as necessary.

6.        Ensures work is prioritised and processed accurately, organising workload to ensure timely and efficient completion. Effective organisation at the start of the month is essential.

Customers / Stakeholders

1.        Always act in the best interests of both the bank and the customer, putting the customer at the heart of what we do to foster and encourage customer centric behaviours.

2.        Key stakeholders will be other Quality Services Analysts, Quality Teams and Team Managers.

Leadership & Teamwork

1.        Encourage a collaborative working environment, supporting the team’s overall effectiveness and efficiency.

2.        Improve personal effectiveness in the business

3.        Develop and build effective working relationships

4.        Manage and enhance relationships with appropriate stakeholders to ensure that best practices, issues, concerns and learning points are shared and fed back to appropriate parties.

5.        Work hard to create a truly collaborative approach with Team Managers who will use QA insights to effectively coach and develop their agents.

6.        QA/TM handovers must be effective with the QA able to justify and evidence their insights particularly where scoring disputes may occur.

Operational Effectiveness & Control

1.        Support the delivery of effective processes and propose improvements/efficiencies as required. Identify procedural lapes/improvements and feed back as appropriate to both agents and in to the new starter training.

2.        Compliance with external regulatory requirements, internal control standards and group compliance policy

3.        The role holder ,when required, will provide administrative support to the local Quality team.

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

Knowledge

a)        Understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements

b)        Awareness of MS Excel functions.

Experience

a)        Understanding of call quality and call coaching tools and methodology.

b)        Effective communication with good inter-personal skills

c)        Able to write call quality assessment reports with fluidity and style.

d)        Good judgment, decision making and problem solving skills.

e)        Good planning and organising skills.

f)         Ability to work in a team, and alone, with minimal supervision and act on own initiative.

Leadership capabilities

a)        Navigating - Understanding the immediate business/function strategy and planning own activities accordingly

b)        Aspiring – being ambitious about providing the highest standards of delivery

c)        Driving – setting stretching goals for self

d)        Mobilising – authentically engaging with team and colleagues to deliver at pace

e)        Sustaining – making considered decisions that protect and enhance HSBC values, reputation and business

Interested employees please ensure that you submit your application before Unposting Date (as below).

Employees on selected front-line roles which support building and maintaining customer relationships need to serve 18 months before being eligible to submit internal job application without getting line managers' written endorsement.  These roles have been identified to include (across all bands): RMs in CMB / GB / WPB; Sales in GTRF / GLCM / GM, Client Management team in GLCM, Client Services team in HSS.

Employees on WPB Teller position need to serve 12 months after the individual has obtained all the required licenses (including 反假币证书etc.), before being eligible to submit internal job application. Otherwise, written endorsement from line managers is required.

For details, please contact Helen Xia at Tie Line 23257 [Helen Xia: < helenxia@hsbc.com.cn >]

You’ll achieve more at 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 and 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.

Issued by HSBC Bank (China) Company Limited