Assistant Manager, Contact Centre Admin

Job description

Some careers grow faster than others.
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth Management leverages HSBC's global retail banking expertise and wealth management capabilities to deliver a broad range of world-class retail banking solutions to millions of customers. Driving for growth in key markets around the world,the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join this team in the role of Contact Centre Admin Assistant Manager.

Principal Responsibilities
· To manage and ensure the smooth running of all Contact Centre ( Outbound ) Sales Support and systems.
· To manage all system supports dealing, sales and system support frameworks, acquisition and fulfillment of system strategy, and execute its implementation with various internal and external customers via central management at Contact Centre ( Outbound ).
· Responsible to take the lead in managing all the special project initiatives as Contact Centre ( Outbound ) expands its role.
· To assist GSU Revenue Management Manager (GRMM) in managing Contact Centre Inbound (Sales and Service ) in the areas of Sales Fulfillment, Rewards Strategy, FIM , Audit & Compliance adherence ,Systems enhancement, Staffing and Billing approvals and processes.
· To assist (GRMM) in the implementation of Global Support Utility (GSU) framework .
· To oversee the conversion, implementation of the new Entreprise Dialler from the existing UIP Dialler system.
· To manage the daily operations of the new Dialler system and ensure its functionality daily for the agents to progress with sales activities.

Desired profile

Requirements
·  Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
·  At least 2 years of relevant Management experience in financial services and/or call centre operations is desired but not necessary dependent upon prevailing market
·  Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
·  Experience in Relationship Management, Operational Risk Management, Audit and Compliance Management, Analytics, Performance Management ( MI ), Service Excellence and Customer Experience Focus
·  Excellent interpersonal, oral and written communication skills required.
·  Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
· 
Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.

·  Problem solving and Decision making skills with ability to respond quickly and communicate effective remedial plans if need be.
·  Experience of coaching, mentoring, developing others and motivation skills
·  Computer literacy (word processing, spreadsheets and database applications)
·  Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment
·  Maintain document control and data integrity

You'll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC takes pride in a diverse and inclusive working environment that sees our people benefit from mentoring, flexible working and the support of Employee Resource Network Groups. 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 Bank Malaysia Berhad.