Job description
Business: Contact center
Open positions: 7
Role Title: CCSS Team Manager GSC’s
Global Career Band: 7
Location (Country / City): India/Bangalore
Recruiter Name: S Shahen TAJ
Why join us?
Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
The Opportunity:
Responsible for leading, coaching, motivating and developing a team of 13 to 16 team members in an inbound/Chat high voice Sales & Service Contact Centre environment. 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).
What you’ll do:
Manage call canter operations including customer experience and other core processes such as behavioral coaching. Manage daily operations ensuring quality, productivity and service goals are achieved.
Responsible for front-line management development, front-line management succession planning, quality and corporate controls, staff development, process and policy improvements.
Lead and develop teams and individuals, focusing on development of direct reports. Identify potential staff and develop staff across various levels.
Lead and motivate people with widely differing aspirations working in productivity-based environment where deadlines are critical
Manage staff retention and pre-empt attrition to ensure business is not impacted
Provide timely information to customers & raise the profile of the Customer Contact Centre’s globally.
Exhibit ownership of business and maintain the operational integrity of your area.
To ensure that all internal audit and compliance requirements are met.
Sustain growth by effectively promoting the GSC.
Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with issues raised by external regulators.
Adhering strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reporting weaknesses, compliance breaches and operational loss events.
Lead and develop effective teams through communication, performance management, development plans and reward/recognition practices.
Coach and develop staffs through personal observation, goal setting, performance tracking, and effective feedback.
Foster a team and call center culture that specializes in people and performance management, coaching and development, and employee engagement surpassing Group and industry peers to the extent that performance and results are considered best in breed for effectiveness, cost efficiency, compliance, and customer experience.
Requirements
What you will need to succeed in the role:
Must be proficient in English
Highly effective motivational and coaching skills
Open to working flexible shifting schedules
Must be flexible, customer centric, sales-driven 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
Link to Candidate User Guide:
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
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 (India) Private LTD***
Nom du recruteur
S Shahen Taj
Courriel de recruteur
s.shahen.taj@hsbc.co.in