CCSS Academy Manager - HASE CC CFD - HSBC Technology and Services, GSD - NHC

Job description

Some Careers grow faster than others.
 
If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
 
HSBC Technology and Services
 
HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.
 
Global Service Delivery
 
Within HSBC Technology and Services, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.
 
Role Purpose
 
We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:
Take accountability for the performance of the Academy Team and all that they do (compliance, quality and sales performance), contributing to the successful delivery of best in class standards whilst remaining within key operational performance parameters (sales and operational targets);
Understand  Business Intelligence data and be able to translate into individual team performance plans matching key development priorities;
Plan and prioritise work appropriately e.g. considering importance, urgency, customer and business impact;
Take accountability and place emphasis on building on the learning gained from induction and maximizing the speed to competence of all new recruits and monitoring progress;
Participate in the review of new hire induction curriculum, provide training on soft skills, deliver technical training and take the lead in identifying gaps and opportunities within new hire training and feeding back learning;
Demonstrate ownership and common sense with all that you do, working collaboratively with the trainers and team managers to ensure associates are ready to join production and are provided all the tools for success;
Takes customer  calls when not managing academy trainees and ensures all accreditations are maintained;
Ensure all mandatory training is completed by new recruits in accordance with bank timelines;
Sets proper trainee expectations and provides high quality, effective training which incorporates the HSBC brand values;
Take full accountability for coaching, performance management and absence management of the academy team;
Managing employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels;
Embed learning and fully support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team;
Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service.

Desired profile

Experience of coaching, mentoring, developing others and motivation skills;
Consolidated  experience of the different business segments in HSBC;
Ability to train and faciilate (and design curriculum is a plus);
Awareness/ proficiency in all products and propositions;
Must be proficient in the language(s) required by the process; Open to working flexible schedules;
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development;
Takes pride in delivering what is promised in line with the customer and service expectations;
Ability to work in a high-volume, fast paced environment is required;
Proficiency with bank systems, basic software packages and specialised applications;
Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations; Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service; Excellent communication skills.
You’ll achieve more at HSBC.
 
HSBC is 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.
 
 
 
***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***