HSBC Group

GCB 6

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

In International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking ambitious individuals to join our International Wealth and Premier Banking (IWPB) team in the role of Assistant Manager CCSS Quality Services, working together with colleagues to define, manage and achieve divisional business targets.

Key Responsibilities:

Impact on the Business:

• Ensuring quality monitoring complete timely on Monthly Basis.
• Ensuring that sales agents are coached and understand on the call feedback and findings during quality monitoring activity
• Supporting Quality Services Manager in call calibration and benchmarking activity of call coaching among team managers of contact centres and taking action to address any areas of concern.                                                                                                                                               
• Supporting the Quality Service Manager in ensuring standardization of the call coaching model on an ongoing basis
• Managing Escalated Complaint cases and provide call findings for team managers actions and coaching.

Customers / Stakeholders:

• Maintain contact with stakeholders to identify and communicate quality performance and potential risks.  

Leadership & Teamwork:

• Supporting the Quality Service Manager in acting as a Subject Matter Expert to support the contact centre business to ensure commonality and consistency of solutions

Operational Effectiveness & Control:

• Compliance with external regulatory requirements, internal control standards and group compliance policy
• Timely completion of Quality Monitoring.  

Skills: 

• Good understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, agent skills, regulatory requirements
• Excel and PowerPoint literate to an intermediate level.
• Good call quality and call coaching skills and experience.
• Effective communication, inter-personal and negotiating skills
• Good decision making and problem solving ability
• Strong judgmental skills to identify and resolve problems
• Some experience of delivering quality monitoring solutions using appropriate systems/tools, communication, delegation and planning skills
• Ability to motivate and lead people, employing appropriate management styles
• The role holder may be required to be proficient in multiple languages e.g. the local language and the language of some or all of the other countries they are supporting.

Due to local laws and governance, candidates with immediate right to work locally and no relocation need will be prioritized.

When applying, please submit a full resume and attach your appraisal reports for the last two years. Your local internal application policy should also be followed. For internal applicants with less than eighteen months in their current role, please also obtain and enclose line manager endorsement in the application.

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 HSBC Bank Malaysia Berhad