Job Advert Details
Business: Cards and Loans
Open Positions: 1
Role Title: Disputes Call Coach
Global Career Band: 7
Location: Quezon City, Philippines
Recruiter Name : Edward Palma
Why join us?
This position is part of the Global Operations team, UK Card Operations. The role holder will be work closely with the Disputes Team Managers by undertaking Quality Monitoring for the Disputes Case Handlers to support their development, maximise customer experience and provide outputs to the Management team.
The Opportunity:
The Disputes Call Coach will work closely with the wider team by undertaking Quality Monitoring for the team and providing the output from this to the Disputes Team Managers, whilst being part of an independent Quality Monitoring function. Skills we are looking for include:
- Supporting Operations and/or Quality Monitoring within the team.
- Data analysis and making recommendations for colleague and customer experience development.
- Knowledge of HSBC Products and Frontline systems.
- Microsoft Office skills including Excel and basic MI production.
- Developing and recommending changes and improvements to procedures and practices based on understanding of HSBC systems.
- A positive and proactive mindset.
- An effective coach; empathetic, patient, approachable and resilient.
- Passionate about helping others and solving problems.
- Excellent communicator (verbal and written).
- Comfortable multitasking and staying organized
What you’ll do:
- Undertake Quality Monitoring by listening to calls, reviewing chats and other items of work following the Department Quality Model.
- Be responsible for ensuring the team have the correct number and types of calls monitored including any retests.
- Hold regular ‘Handshake’ sessions with Disputes Team Leaders to review observations, emerging trends and opportunities to support coaching discussions.
- Provide regular feedback to Disputes Case Handlers on quality monitoring conducted and support coaching.
- Analysing performance data alongside call quality scores to provide Disputes Team Leaders with recommended coaching and development actions for their Case Handlers.
- Identify where Performance Management is required to support an individual following Quality Monitoring.
- Identify themes when evaluating calls and types of work that require further detailed independent review.
- Work with teams across the business to drive and support change initiatives to make things easier for our customers and colleagues.
Information
What you will need to succeed in the role:
- A positive and proactive mindset.
- An effective coach; empathetic, patient, approachable and resilient.
- Passionate about helping others and solving problems.
- Excellent communicator (verbal and written).
- Comfortable multitasking and staying organized
What additional skills will be good to have?
- Data analysis and making recommendations for colleague and customer experience development.
- Knowledge of HSBC Products and Frontline systems.
- Microsoft Office skills including Excel and basic MI production
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Nom du recruteur
Edward Palma
E-mail du recruteur
edward.o.palma@hsbc.com.ph