HSBC Group

Business: Contact Center

Role Title: Premier Direct Team Manager GSC’s

Location (Country / City ): Egypt

Why join us?

• To acquire, establish and grow Premier customer relationships and to fulfil their financial needs. To have meaningful interactions with Premier customers and RMs to allocate tasks on a daily basis to the team consisting of Relationship Managers, handling escalations from Business Area, resolving queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.

The Opportunity:

• Make decisions, identify and resolve complex process related queries on a day-to-day basis.
• Team capacity planning and allocation of work to the team to meet SLA’s.
• Responsible for maintaining a team climate in which creativity thrives and in which processes and productivity are continuously improved.

What you’ll do:

• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Performance Level Agreements (PLAs)
• To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
• Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
• Handle the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
• Work is organized and processed / completed within agreed timescales. On-going monitoring and review of workflow and priorities are in accordance with procedures.
• MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales and issues escalated to line manager in a timely manner.
• Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness.
• Keeping the contingency requirements continually updated in terms of strategic changes on account of migration growth plans in conjunction with core BCP team.  The management team to be involved in half yearly walkthrough and “Warm site” testing as required.
• Establish and maintain effective relationship with business areas and identify areas of service improvements.
• Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control. Acquire and update knowledge on procedures related to relevant processes
• Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• HSBC’s Premier sales team Manager is instrumental in providing personalized audit and support on services to Premier customers, promoting customer retention and Premier portfolio growth delivered by the Team.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
• Customers are kept fully informed of progress.
• To assist the manager in running the operations.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
• By providing input/support on management issues and deputising the manager during his/her absence.
• All data requirements (e-TCS, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
• Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
• Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Reward and Recognize service excellence.
• Create robust team environment where skills and knowledge openly shared to achieve team and business goals and develop team members to meet business objectives.
• Team members are regularly briefed and made aware of individual / department performance targets and achievements.
• Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
• Progress reviews on performance are undertaken within agreed timescales.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
• By adhering to the group agreed processes / procedures – achieving a satisfactory Audit report.

• Managing Sales Teams for at least 1 year is a MUST.
• Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people.
• Ability to learn quickly, transfer knowledge appropriately, understand and interpret customer needs.
• Evidence of good decision making and analytical, statistical.
• Bachelor’s degree in business or related field desired but not necessary dependent upon prevailing market conditions
• Relevant Management experience in call center operations is desired but not necessary dependent upon prevailing market, with exposure to appraisals, counseling, team building, staff development.
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance, and process engineering.
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus.
• Proficient in English and local language.
• Excellent interpersonal, oral and written communication skills required.
• Computer literacy (word processing, spreadsheets and database applications)
• Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• Must be well organized, demonstrate initiative, and able to manage multiple projects.
• Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment.
• A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people.

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 (Egypt) Private LTD***