HSBC Group

Why join us?

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification, and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

What you’ll do:

Impact on the Business:

• Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets).

• Understand Business Intelligence data and be able to translate into individual team performance plans.

• Plan and prioritise work appropriately considering importance, urgency, customer and business impact.

Customers / Stakeholders:

• Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business.

• Act as a secondary level of complaint as required when calls required.

• Champion and embrace change and innovation within the team.

• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.

• Adhere to local regulations and programs around ‘Treating Customers Fairly’.

Leadership & Teamwork:

• Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 Full Time Employee handling call types across products and propositions and support with performance management.

• Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.

• Understand and translate the immediate business/function strategy into your team and align direction accordingly.

• Drive and coach performance improvement of your team to achieve a high-performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions.

• Embed a best place to work environments for all of your team.

• Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team.

• Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them.

• Always demonstrate professionalism and confidence.

• Maintain best place to bank principles through coaching and training.

Operational Effectiveness & Control:

• Knowledge of Group compliance, Operational Risk.

• Maintains HSBC internal control standards.

• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.

• Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team.

What you will need to succeed in the role:

• Must be proficient in English.

• Open to working flexible shifting schedules.

• Must be flexible, customer centric, sales-driven and have the ability to thrive in a team environment seeking feedback and open to development.

• Takes pride in delivering what is promised in line with the customer and service expectations.

• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.

• Ability to work in a high-volume, fast paced environment is required.

• Proficiency with personal computers and basic software packages and specialised applications.

• Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations.

• Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service.

• Excellent communication skills.

• Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment.

• Cantonese and Mandarin language skill is preferable/an advantage.

Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=cbff81231bbd2c10fd5ac9df1d4bcbac

You’ll achieve more at 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 an inclusive and diverse environment. 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.

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