HSBC Group

Business: WPB

Open positions:1

Role Title: GCCSO Trainer

Global Career Band: 7

Location (Country / City ): India/Bangalore

Recruiter Name : Srthi S Thampi

Why join us?

• The Global Contact Centre Shared Operations (GCCSO) business has over 8,000 frontline colleagues working within 14 different Contact Centres in 7 different countries, supporting 16 Wealth Personal Banking (WPB) markets across the globe. GCCSO is one of the largest global WPB teams deployed primarily in the Global Service Centres. Ensuring delivery of a robust  people agenda is key to our success.

The Opportunity:

• The role of the GCCSO Trainer is to motivate and lead accreditation training for team of new recruits or newly cross trained executives to handle customer calls in a contact centre environment.  Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance.  Manages the day-to-day operations of the training and takes responsibility and accountability for the accuracy of information delivered.

What you’ll do:

• Adjusting time spent on the material and on activities to class’ learning pace while keeping to timelines / deadlines
• Getting certification on technical and non-technical training to.  deliver the sessions
• Acquiring the necessary facilitation skills for effective classroom type skills training
• Acquiring feedback and coaching skills for individualized instruction
• Coping with supply and/or production irregularities of training materials
• Remaining up to date with policies, procedures, and training materials
• Determining if agents have the required skills to be successful within our environment
• Align with the agreed hybrid working principles relevant to the role. GCCSO Trainers are expected to have capabilities to work both on site and at home with the expectation that new hire classes and academy will be done on site.

What you will need to succeed in the role:

• Experience: minimum of 18 months in current role
• Policy and Procedural knowledge about UK market
• Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company
• Demonstrated experience and knowledge of all products and propositions in contact center scope
• Demonstrates ability to manage and control groups with focus on group dynamics
• Must be proficient in the language(s) required by the process
• Open to working flexible shifting schedules
• Understanding of internal control, risk management (operations), and quality audit parameters
• Experience in creating curriculum, presentations and facilitator guides.
• Computer literacy (word processing, spreadsheets and database applications)
• Excellent oral, written, and interpersonal communication skills
• Ability to express ideas clearly and concisely
• Ability to adapt in a dynamic and fast-paced environment
• Must have proven ability to rapidly develop and deploy training solutions to support program

What additional skills will be good to have?

• All applicants must have successfully completed their probation period.
• Employees must meet performance and behavioral standards as defined in the policy.
• All L7 & L8 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• Application form should be submitted along with the current CV.
• All applicants should inform their respective Line Managers of their application.
• All the completed applications should be submitted on or before the closing date.
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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 (India) Private LTD***