HSBC Group

Open positions: 1

Global Career Band: 5PM

Why join us? 

The Shared Contact Centre (SCC) business has over 8,000 frontline colleagues working within 17 different Contact Centres in 7 different countries, supporting 16 Wealth Personal Banking (WPB) markets across the globe. SCC is one of the largest global WPB teams deployed primarily in the Global Service Centres. Ensuring delivery of a robust people agenda is key to our success.      

The Opportunity:  

The SCC training lead is responsible to deliver all elements of the SCC training and academy jouneys for new to role, growth/developing and expert staff. This includes our new joiner batches, cross training for tenured agents and other HSBC courses ,as well as the ongoing governance of the learning operations within the team.       

What you’ll do:     

• Lead, coach, develop and support a team of training managers.

• Ensure robust governance processes in place for ongoing trainer competency, capacity planning and development.

• Relationship management of the Regional Heads of Contact Centres SCC and our business partners for the markets under their remit.

• Driving the Continuous improvement of the training timetable, material and delivery for induction, working closely with the content owners within they markets they serve.

• Drive the training transformation agenda for SCC, delivering changes and initiatives to improve trainer sentiment and new joiner advocacy and performance.

• Working closely with the WPB learning team, GCCB and GCC training teams to ensure that training interventions are in keeping with any rules or regulations applicable for the country, region or occupational field and aligned to the strategy / avoiding duplication.

• Represent the Trainers, Training Managers and the SCC operational teams to provide feedback as required on learning content, methods and learning gaps to ensure continuation of high quality material and delivery. Work to reduce duplication of content across the business.

• Provide relevant training Management Information by working with the relevant stakeholders.

• Evaluate the results of training courses to identify learning needs and skills gap.

What you will need to succeed in the role:       

• Strong communication and influencing skills.

• Ability to adapt and flex in a fast paced environment and problem solve.

• Experience working in a Contact Centre environment.

• Strong planning, organization and time management skills.    

What additional skills will be good to have?     

• Experience working with different WPB markets.

• Experience in a coaching / development role will be considered an asset.

• Experience in managing and delivering projects will be considered an asset.

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.

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