HSBC Group

GCB 5 

Some careers open more doors than others.

If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

International Wealth and Personal Banking (IWPB) 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. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Quality Manager (12-month fixed term contract).

Principal Responsibilities

In this role you will: 

• Provide global stewardship of the Global International Wealth and Premier Banking (IWPB) Contact Centre Quality model. This involves stewardship of the strategic framework design, the BAU application and operation of the framework – as well as stewardship of ongoing quality performance working in partnership with the various IWPB markets
• Help shape and define the IWPB call quality / quality monitoring  strategy and ensure high quality and consistent execution and delivery of the quality model across Global IWPB Contact Centres
• Provide assurance HSBC’s IWPB customers are treated fairly, receive a high quality service and receive products and services suitable to their needs.  This will be achieved by ensuring the quality framework has been implemented – as is being operated effectively meting all regulatory and service quality standards
• Ensure all IWPB market contact centre quality frameworks adhere to the agreed model; that sampling, monitoring, call evaluations and call backs are undertaken in line with HSBC policies and procedures as well as being compliant with respect to both local and external Regulators
• Regularly review contact centre quality performance output – working with appropriate local market teams to discuss trends – and agree appropriate proactive activity to uplift quality performance as may be deemed required
• Ensure voice and non-voice interaction monitoring and associated coaching activity take places consistently in line with the Global IWPB Contact Centre quality framework in line with appropriate Regulatory requirements across IWPB’s global contact centres
• Ensure appropriate action plans are in place to address any areas of under-performance

To be successful you will need:

• Good knowledge of HSBC Non-Financial Risk (NFR) and good working knowledge of Contact Centre quality management (ideally within HSBC)
• Excellent understanding of Contact Centres (ideally within HSBC) e.g. workforce management, quality monitoring, procedures, reward structure, processes & systems used, agent skills and training
• Excellent communication skills (written and verbal) and effective inter-personal and negotiating skills
• Risk Management experience
• Excellent decision making and judgmental skills to identify and resolve problems
• Experience in designing and delivering quality / performance management solutions (e.g. frameworks, tools, systems, reporting and associated communication)
• Ability to motivate and direct local market quality teams
• Ability to work on multiple tasks and wide variety of solutions – directly aligned to the HSBC’s strategic IWPB ambitions

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

Opening up a world of opportunity

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.