Job Advert Details
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) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
We are currently seeking a high caliber professional to join our team as an CCSS Senior Team Manager (PIL Manager)
Areas and Accountabilities
- Responsible for leading, coaching, motivating and developing a sales team of 10-14 Contact Center Sales and Service Representatives in a highly regulated and complex contact centre sales environment servicing various products and propositions. 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 (ie scorecard).
- Take accountability for the sales and service performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (sales, service and operational targets)
- Take full accountability for the leadership, coaching, performance and absence management of a team of up to 14 FTEs selling HSBC card, lending, insurance products.
- Understand Business Intelligence data and be able to translate into individual team performance plans
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
- Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
- Act as a secondary level of complaint as required when calls required.
- Champion and embrace change and innovation within the team
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
- Adhere to local regulations and programs around ‘Treating Customers Fairly’.
- Manage various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels (i.e. up to and including Stage 1 disciplinary as required).
- Understand and translate the immediate business/function strategy into your team and align direction accordingly
- Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance reviews)
- Embed a best place to work environment for all of your team
- Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
- Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
- Maintain Best Place to Bank principles through coaching and trainingProvides emergency cover to the Sales and Service Manager as required.
Information
Qualifications, Knowledge & Experience
- Degree desired but not necessary dependent upon prevailing market conditions
- Two plus year experience in managing a team through coaching, mentoring, developing and motivating others
- Must be proficient in the language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric 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
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialised applications
- Have a positive, can do attitude with a desire to get things right first time every time, and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills
- Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers
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
Nom du recruteur
Giang Truc PHAM
E-mail du recruteur
giang.truc.pham@hsbc.com.vn