HSBC Group

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

We have an opportunity for a Team Manager EveryDay Connect to lead and motivate an Everyday Connect team to optimum performance levels to achieve agreed targets contributing to the WPB Strategy and Objectives. Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives. Manage performance through regular, effective reviews, addressing performance issues according to the HSBC policies and procedures. Conduct development reviews and recommend training and development plans. Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services. We want you to challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency. Build effective relationships and collaborates with other teams and departments. Communicate all information clearly and in a timely manner. Act as a role model to others whilst striving to achieve high standards of performance and customer service. Ensure full adherence to the HSBC Global Risk Objective and Health & Safety policy and procedures. The role will also be responsible for implementing strategies that team members use to achieve a goal, delegating tasks based on each member’s strengths and skills and offering the training necessary to complete certain tasks. They are also responsible for inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed.

Responsibilities:

• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.
• Support the Mortgage Connect Lead to deliver business targets and objectives and create a performance orientated culture.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach regarding processes and practices, and explain expectations to employees.
• Adhere to Model Day Operating Principles established by WPB Channels.

Requirements:

• Bachelor’s degree in business or related field desired but not necessary dependent upon prevailing market conditions.
• Significant relevant Management experience in financial services and/or call centre operations is desired but not necessary dependent upon prevailing market.
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering.
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus.
• Excellent interpersonal, oral and written communication skills required.  
• Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills. 
• A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve.
• Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
• Problem solving and Decision-making skills – PSDM with an ability to respond quickly and communicate effective remedial plans if need be.
• Experience of coaching, mentoring, developing others and motivation skills.

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

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 Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.