职位描述
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Wealth and Personal Banking (WPB)
Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
We are currently seeking an experienced professional to join our team.
The Contact Centre Department Manager is responsible for coaching, direction, support and management to either; 1) a group of Team Management staff in Contact Centre environment servicing various products and propositions, or 2) a group of functional specialists who provides operational support to the Contact Centre.
This job will carry out some or all of the following tasks:
· Run multiple initiatives, identify and mitigate potential risks,issues and conflicts of priorities.
· Deal with a very dynamic business caused by various factors, actual work volume may be less/more than forecast, posing challenges to management of efficiencies. In addition, various changes occur impacting the manner by which the work is to be processed/ handled. This creates the need for real-time information delivery and/or training
· Be accountable for delivery against Contact Centre targets and service levels, to ensure the Contact Centre is operating optimally,
· Analyse business performance and people engagement information,track performance in line with our business strategies and regulatory requirements, then apply remedies where necessary
· Ensure that processes are fitting for efficient operations
· Coach and guide team members to deliver with their potential, and in meeting the needs of the business
· Manage staff to maintain a high level of service quality and operational efficiency
· Manage developmental activity for team members
· Identify and reinforce positive behaviours, and coach Team Managers on developmental areas.
· Provide support to staff regarding well-being, and to maintain positive staff engagement levels
· Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards
· Ensure customer satisfaction is achieved by leading the team to provide consistent, excellent service, in line with stipulated customer experience outcomes.
· Actively identify, propose, and implement improvements related to processes, systems, and people engagement, in order to improve customer experience and/or Contact Centre productivity and efficiency outcomes
要求
To be successful in the role, you should meet the following requirements:
· 8 years of related and / or cross functional experience in industry, with a minimum of 5 years of experience leading and managing others
· Demonstrated ability to take responsibility for financial results for a relatively complex functional area
· Proven ability to build and manage a team of high performing professionals
· Experience executing the growth strategy of a functional area or branch.
· Diplomatic problem solving skills to resolve issues within a functional area, and / or across functional areas
· In-depth knowledge of regulations impacting personal financial services activities
· Experience in managing the performance of direct reports through a performance management process as well as experience in having performance discussions and / or coaching
· Experience in managing business processes within a functional area or branch
· Experience in executing a change process, new systems and/or expansion.
· Demonstrated experience in communicating the vision for a functional area or small branch that inspires and aligns team
· Sound knowledge of digital / online banking and sponsoring digital engagement for customers
· University / College degree or combination of equivalent education and experience in banking or related industry.
You’ll achieve more when you join HSBC.
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 and 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. /HX
Issued by HSBC Bank (China) Company Limited