HSBC Group

Why join us?

WPB OPS GSC Cairo supports the delivery of end-to-end journeys for customers in line with WPB strategic business objectives

The team provides customer-centric banking experience across the entirety of the user journey, and makes the transactional experience for customers as seamless and intuitive as possible

We serve 8 countries and 4 business services

The Opportunity:

Manage a team of Managers and team leaders, within WPB Ops department supporting all product lines, business partners , different countries and initiatives.

Management of the daily operations ensuring that customers receive quality through service through all channels.

What you’ll do:

• Management of achievement of performance targets, prevents and mitigates operational losses and utilizes budget and resources within established requirements.
• Development and implementation of process management and improvement initiatives to sustain acceptable degree of required performance and achieve business thrusts.
• Setting and re-evaluating of process quality, efficiency and effectiveness targets, ensuring that performance targets are met. Monitoring and evaluation of the team’s performance.
• Development of realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale and attrition rates etc.
• Monitoring and evaluation of the team’s performance as well as customer service levels within their area of operation. Ensure knowledge retention in the process by continuously developing and training staff.
• Provision of ongoing feedback to senior managers on the performance and progress review for managers. Develops direct reports through coaching and timely feedback.
• Promote a positive and safe work environment by carefully monitoring work conditions and facilities, and suggesting improvements. Maintain high staff morale through the use of varied and fun teambuilding activities.
• Enforcement of department guidelines, policies and procedures through regular communication with staff and co-ordination with team leaders who are tasked to coach team members.
• Ensures Performance Management is consistently implemented, including PDP’s and recognition initiatives.
• Completion of Operational Risk assessments by monitoring and implementing risk mitigation plans by escalating potential risks that may arise.
• Knowledge of the Business Continuity Plan (BCP) for the business and participation in site-wide initiatives and best practice sharing sessions.
• Assistance in the implementation of the Group compliance policy locally by containing compliance risk in liaison with the relevant Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
• Timely implementation of internal and external audit points together with any issues raised by external regulators.

What you will need to succeed in the role:

• The role operates within a HSBC Global Service Centre (GSC) and interacts with HSBC customers around the world, the post holder must have the ability to deal with different process, different countries and different customer attitudes and requests on a daily basis.
• Deals with a very dynamic business where due to various factors, actual work volumes may be less/more than forecasted, 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.
• Requires highly effective resource management techniques to ensure quality and productivity standards are achieved while dealing with staff turnover and inexperienced staff and those on the learning curve.
• Leads and motivates staff with widely differing aspirations working in productivity based environment where deadlines are critical.

What additional skills will be good to have? 

• Minimum of 8 years in a customer contact operational business, and/or related management experience with proven and progressive customer service experience or equivalent
• Excellent interpersonal, oral and written communication skills required. 
• Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
• Excellent communication skills
• French language skills – Spoken & Written – PLUS
• Problem solving and Decision making skills
• Experience of coaching, mentoring, developing others and motivation skills

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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