HSBC Group

Business: Contact Center

Role Title: People & Performance Culture Officer GSC’s

Global Career Band: 7

Location (Country / City ): Egypt

Recruiter Name :  Reem ElNaggar

Why join us

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• The role of the People & Performance Culture officer (GCB7) is to assist the People & Performance Culture manager with driving a high performing culture focused on Customer & People Experience. This will be through analysing key MI based on employee insights and identifying opportunities to improve our performance to drive customer excellence as well as working with key stakeholders across Shared Operations to support a culture of high performance through ensuring our people feel valued and looking at ways to improve the way we work, enhancing our employee and customer experience.

Responsibilities

• Supporting the PCT Manager with the review of key people MI such as: attrition/eNPS/Snapshot/my heartbeat/GIF survey/exit surveys/coaching and performance management output and quality (PIPs/POPs/etc)
• Supporting PCT Manager with trend analysis & opportunities for support/improvement through performance MI Review & Outliner Identification/management
• Supporting the PCT Manager with the deployment of People Plans and relevant People & Performance Management Forums in line with site/market/contact centre/business priorities.
• Supporting the PCT manager with the creation and delivery of site Engagement runways to boost employee morale based on key people insights and supporting leaders to deliver these initiatives.
• Supporting the PCT Manager with the design and delivery of relevant employee communications to support key leader & business messages.
• Supporting the PCT Manager with the Design of Recognition and Reward plans to help drive a culture of high performance as well as feeling valued.
• Supporting the onboarding journey of new hires through onboarding plans and supporting hiring initiatives
• Supporting the PCT manager in keeping track of the inventory (e.g. headsets, screens etc…) to make sure employees are equipped with the right tools all the time that includes processing of any PO required in case of backfills.
• Supporting the PCT manager in organizing all the visits that comes to the CC including all the logistics and the visit programme and schedule to ensure all visit goals are achieved.
• Supporting PCT manager in controlling the Engagement budget and making sure it’s used efficiently and properly 
• Organizing the new hires Interviewing schedule in coordination with HR Recruitment team to avail the proper business hiring managers for the required Interviews.
• Conducting the Retention discussions and overlooking the CC attrition.
• Coordinating with HR Employee relations team on any admin work required from the CC

• Acts as a role model for our Group Values and Behaviors supporting colleagues to deliver superior customer service through these values.
• Values & drives diversity amongst team.
• Ability to identify opportunities for coaching using relevant coaching and feedback tools.
• Understanding of the relevant Performance Framework and ability to undertake regular performance reviews
• Strong communication and people skills
• Strong stakeholder management skills
• Ability to adapt and flex in a fast-paced environment and problem solve.
• Ability to analyses and utilize data to support performance initiatives.
• Experience working in a contact Centre environment.
• Strong planning, organization and time management skills.
• Passion for leading, coaching and developing others to be at their best.
• Microsoft Office Skills (Excel/PPT)

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.

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