CCSS Team Manager - HAC-Credit Card Customer Svs - HSBC Operations, Services and Technology - 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 Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, 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:

· Organize resources to deliver service that meets or exceeds performance standard set out in internal/external SLA and the jobholder will be held responsible for daily GOS;
· Organize and analyzing team MI to support Manager Customer Contact Centre in giving solutions and implementing improvements;
· Oversee customer disputes and ensuring the provision of professional service to customers;
· Promote awareness, understanding and practicing of quality service among staff;
· Supervise and overseeing staff performance to maximize productivity, reviewing staffing level, training and counseling needs;
· Seize business opportunities from customer contacts, taking a need-oriented approach in delivery of cross selling;
· Actively reflect operational weaknesses to management and making suggestions for productivity improvements
· Assist Manger to foster the spirit of an overall ‘HSBC servicing;
· Closely monitor all financial returns to ensure reversals and refunds are properly effected, and all outstanding cases are followed up properly;
· Ensure compliance of various legal/regulatory requirements, and ensuring the implementation of procedures at all time.

Desired profile

Qualifications :

·  Good communication skill in pure Cantonese;
·  Knowledge on call center operations and systems;
·  Through attainment of a degree at a recognized university or college;
·  5-7 years of working experience with 2-3 years of experience in a supervisory role within service industry;
·  Good interpersonal skill and able to communicate tactfully and confidently;
·  Good time management skill. Mature with good interpersonal and communication skills;
·  Through experience and attend relevant courses;
·  Rotating shift.

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***