CCSS Team Manager - TBP-Telephone Banking Plus - HSBC Technology and Services, GSD - GZC

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:
To lead, coach, supervise and motivate a team of Assistant Managers, Customer Contact Centre I so as to achieve the goal of consistent high quality customer service and optimum operational efficiency;
To be involved directly as a coach for Assistant Managers, Customer Contact Centre I to support customer enquiries and transactions of various banking/card products and services, resolve problems and customer complaints, and cross-sell appropriate products to meet customers' needs with an ultimate aim to achieve income and cost objectives;
By aligning individual calls/contacts of Assistant Managers, Customer Contact Centre I to ensure accurate, timely and consistent replying and coaching Assistant Managers,Customer Contact Centre I and take preventive and corrective actions as appropriate;
By organizing 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;By supervising and overseeing staff performance to maximize productivity, reviewing staffing level, training and counseling needs;
By promoting awareness, understanding and practicing of quality service among staff. By actively reflecting operational weaknesses to management and making suggestions for productivity improvements;
By assisting Manger to foster the spirit of an overall ‘HSBC servicing;
By closely monitoring all financial returns to ensure reversals and refunds are properly effected, and all outstanding cases are followed up proper.

Desired profile

College/university graduates or a qualification acquired via relevant experience;
Good basic knowledge in banking, strong customer service mindset or sales orientation;
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;
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***