Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.
We are currently seeking a high calibre professional to join our team as a Senior Channel Management Manager.
Principal Responsibilities
In this role you will:
- Oversee third party engagement, performance and risk, to ensure positive outcomes being delivered through strategic business partnership; lead implementation of business initiative and service model to support the ambitious growth and scope expansion of our strategic partners
- Formulate and execute contact centre strategy to deliver top-notch omni-channel experience and our NPS ambitions through active streamlining and quality uplift
- Lead a team of change implementation specialist that works with wider WPB business and Transformation experts on change implementation to deliver strategic business initiatives, optimise contact centre operational efficiency and elevate customer experience
- Re-engineer contact centre process to maximize operational efficiency and create capacity for growth while taking a balanced approach on customer experience and resource management
- Identify operational risk in product and contact centre journeys and implement control to ensure the team is operating with efficiency and high standard
- Adopt effective leadership style in driving team and individual performance to deliver business outcomes contributing to the success of our Contact Centre
- Build strong relationships with stakeholders, adopting a joined-up approach, to deliver business requirements at pace and with minimum conflict
- Drive optimal conduct outcomes by implementing operational changes and refining processes to align with ethical standards and business goals
Requirements
To be successful you will need:
- Bachelor Degree or above qualification in business, finance, operations management.
- Minimum 10 years of experience in similar industry or role with no less than 5 years in managerial position
- Strong stakeholder management skills and experience acquired in project or change management
- Ability to lead and work as team player in a cross-functional environment to deliver complex operational initiatives
- Experience or proven track record working in high-volume or fast paced environment is preferred
- Attention to details and self-motivated to succeed and be able to work under pressure with limited resource
- Exceptional writing and verbal communication skills in English and Chinese
- Prior experience in Contact Centre or business operation environment with operational knowledge is a definite advantage
Opening up a world of opportunity
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 an 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 The Hongkong and Shanghai Banking Corporation Limited.