HSBC Group

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Analyst – Dialler

Role Purpose:

The collection of delinquent customers, and the generation of income for the bank through sales activity, is undertaken in an increasingly sophisticated and technical environment.  The use of multiple contact channels includes Outbound Dialler, Workforce Management, Inbound, and Digital channels.  The scope may include Collections, Sales, Fraud, and Contact Center, for WPB

Main Activities:

• Ensure agreed metrics are achieved through proactive duty management.
• Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses.
• All contact channels applicable for any supported business with or outside of GCCS, this may include Collections, Underwriting, Fraud, Sales, and Contact Centre
• To keep up to date with all technical developments / requirements of the job, developing new skills as required. 
• Engage with peers and customers in a positive nature and consideration individual’s cultures, policies, and procedure.
• Actively participate in learning / training programs such as One Best Way.
• Support basic managerial items as directed by the manager.
• To execute joint projects in collaboration with other units.

• Proficient in the use of software products used within HSBC, including Microsoft Office.
• Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization.
• Has proven experience of the HSBC operations environment or a similar environment in another organization.
• Demonstrates a strong understanding of the channels used by Contact Management.
• Graduate level education preferred.
• Good presentation skills
• Ability to work a night shift (MUST)

Experience

• A good contact channel related background is preferred to address all of the technical considerations that the role demands.
• At least 4 years of experience in contact management and digital technology is preferred.
• Advanced English written and verbal communication.
• Influencing skills and ability to liaise with members of management.
• Numeracy skills.
• Attention to detail.
• Flexible and receptive to change. Should be able to work in 24*7 environment with extended hours.
• Able to work under pressure and meet deadlines.
• Bachelor’s degree

Competencies:

• Responsibility
• Commitment
• Objective Communication
• Adaptability

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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 Process Mexico Private LTD***