HSBC Group

Open positions:1

Global Career Band: 6IC

Why join us? 

Workforce Planning and Service Management have responsibility for all aspects of contact centre resource planning, real time and e-workforce management. The role holder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The role holder will implement the Group compliance policy by containing compliance risk in liaison with the relevant Compliance Department. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department if appropriate. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

The Opportunity:  

The purpose of a Planning and Service Management Manager/Assistant Manager is to ensure effective planning and management of contact centre resources and/or systems, to meet service levels and agreed staffing ratios. This includes the planning of long/short term FTE requirements, the scheduling of staff, incident management and real time management. The role holder will deliver some or all of the tasks documented in this role profile. The job holder’s individual objectives will determine the scope of their role on a day to day basis to meet the demand of the business.    

What you’ll do:     

Impact on the Business

• Planning of contact centre resources and support functions.

• Management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model).

• Management of the eWFM system, ensuring accuracy and relevance to front line and central team demands.

• Scheduling of off phone investment activities aligned to the Target Operating Model.

• Ensure continuity of all contact centre systems, IVRs and dialers across all regional and global sites.

What you will need to succeed in the role:       

Knowledge:

• Good understanding of call centre dynamics e.g. call centre systems, call routing, workforce management tools, planning methodology etc.

• Excel literate to an intermediate level.

Experience:

• Good planning and service management skills and experience.

• Effective communication, inter-personal and negotiating skills.

• Good decision making and problem solving ability.

• Strong judgmental skills to identify and resolve problems.

• Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills.

• Ability to motivate and lead people, employing appropriate management styles.

Leadership capabilities:

• Navigating – Understanding and translating the immediate business strategy into own team and aligning direction accordingly.

• • Aspiring– Being ambitious about providing the highest standards of delivery and embedding these in the team.

• • Driving – Setting stretching goals for self and team and delivering them with courage and tenacity.

• • Mobilising Authentically engaging with one’s team, colleagues and customers to deliver at pace.

• Sustaining – Making considered decisions that protect and enhance HSBC values, reputation and business.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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 (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)