HSBC Group

Open positions: 1

Global Career Band: 4PM

Why join us? 

Wealth and Personal Banking is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.      

The Opportunity:  

The role operates within a HSBC WPB 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.

The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.        

What you’ll do:     

• To lead a WPB operational contact centre site in all elements which will establish a robust operational, financial and risk management infrastructure enable low cost, high quality service for HSBC customers that delivers to the customer’s and business expectations. 
• The job holder will recruit, develop and lead a management team (for the site and a HSBC segment(s)) at various levels in setting the culture / creating the environment in which to achieve maximum operational efficiency, effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.
• The Job holder is accountable for the key performance indicators (service, sales and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies,business directions and managing the annual operating plan for the contact centre. 
• Where applicable, understands and ensure contact centre teams adhere to local regulatory requirements.

What you will need to succeed in the role:       

• Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions.
• At least 10 years of relevant Management experience in financial services and/or contact centre operations is desirable.
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering.
• Operational Risk Management experience.
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence Customer Experience Focus and people focus.
• A passion for delivering the overall operational balanced scorecard through engaged, empowered and well trained colleagues.
• Excellent interpersonal, oral and written communication skills required. 
• Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• A high level of EQ coupled with the ability to set clear stretching goals for others and aspire them to achieve.
• Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
• Problem solving and Decision making skills – PSDM with the ability to repond quickly and comminicate effective remedial plans if necessary.
• Experience of coaching, mentoring, developing others and motivation skills.
• Computer literacy (word processing, spreadsheets and database applications).
• Must be well organized, demonstrate initiative, and able to manage multiple projects.
• Ability to adapt in a dynamic and fast-paced environment.
• Maintain document control and data integrity.
• Operational thinker with the ability to link local initiatives to global objectives and to work within a matrixed organization.

What additional skills will be good to have?     

• Balancing the needs of all stakeholders fairly and equitably.
• The nature of the role requires the adherence to highly effective resource management techniques to ensure optimal operational efficiency across a wide variety of processes.
• Staff retention will be a significant challenge due to the increasingly competitive nature of the Contact Centre related services market and the flat management structures.  It is essential that the management team is able to lead and motivate staff with widely differing aspirations working in a high-pressure, productivity-based environment where deadlines are critical.  Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. Effective people management skills are essential to run this operation.
• Effective operational risk management and contingency planning will be crucial in developing a climate of trust and confidence.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.     

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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 (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)