HSBC Group

Business: Contact Center

Role Title: UK Site Administrator and eWFM Analyst

Global Career Band: 7

Location (Country / City ): Egypt

Recruiter Name:  Dina Salah

Why join us?

• Under the leadership of the Operations Manager the Site Admin Manager takes responsibility for customer facing support roles such as:  Operation Desk resourcing, administrative tasks, systems, IT, premises, new hire recruitment and head count management.   The output from this operational area is critical in managing a high performance customer centric culture and the Site Admin Manager is directly responsible for the delivery of results within agreed upon timelines for internal customers.

The Opportunity:

• The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.

• The operating conditions for the role are to meet local needs aligned to contact center productivity and efficiency and overall.  Guidance and support is provided by, Operations Manager and site leadership

What you’ll do:

Impact on the Business

• Operational site support, resourcing, administration, diary management, handling of confidential information

• Support of operational resourcing data

• Analyses and interprets complex data and makes high quality and timely decisions within a business context.

• Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs

• Audit all payroll and overtime tasks

• Validates accuracy on all access profiles creation/changes/resets for the site on different applications

• Capacity management control

Customers / Stakeholders

• Audit all required systems and documentation as required to track agent's daily attendance to ensure real time adherence team can make adjustments as required to preserve service levels to our customers

• Coordinates system safety checks as required

• Edits clarity of communication through all forms of communication provided (email, correspondence, verbal).

• Takes ownership of delivery of business specific process requirements.

• Committed in achieving department and organization goals and objectives

Team Development & Leadership

• Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.

• Contributes to a robust team environment where skills and knowledge is openly shared to achieve team and business goals.

• Manages the floor as directed by management or as required during incident management

• Handles errors/findings with the upmost professionalism while driving performance higher

• Coordinate changes to management rosters as required by business need or as requested by management

Operational Effectiveness & Control 

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers

• Maintains HSBC internal control standards

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

• Check potential security risks escalation process is followed

• Complete expense reports for management in accordance with authorization guidelines and current procedures

• Ensure all potential risks regarding security are escalated through the correct channels in a timely manner

• Oversee all audits of Log-On to include Diary watch to ensure that the correct access is given to individuals

• Advanced level, knowledge in word processing, spreadsheets and MS Office applications

• Excellent oral, written, and interpersonal communication skills. Able to communicate clearly and confidently with Management at all levels

• Excellent problem solving skills and attention to detail 

• Ability to adapt in a dynamic and fast-paced environment

• Must have proven ability to rapidly develop and deploy solutions to support programs/initiatives

• Ability to work well within a team and take the initiative to work independently when required

• Sense of urgency and ability to take on tasks and manage them alone with excellence

• Excellent organization skills

• Flexible approach to working hours

• Proficient in English and local language

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.

***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***