GCOU Assistant Manager - Global Customer Outreach Utili - 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 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:

Impact on the Business

· Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class' standards whilst remaining within key operational performance parameters (service and operational targets)
· Understand Business Intelligence data and be able to translate into individual team performance plans
· Plan and prioritise work appropriately considering importance, urgency, customer and business impact.

Customers / Stakeholders

· Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
· Act as a secondary level of complaint as required when calls required.
· Champion and embrace change and innovation within the team
· Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
· Adhere to local regulations and programs around ‘Treating Customers Fairly'.

Leadership & Teamwork
· Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with performance management
· Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
· Understand and translate the immediate business/function strategy into your team and align direction accordingly
· Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions
· Embed a best place to work environment for all of your team
· 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 behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
· Always demonstrate professionalism and confidence
· Maintain best place to bank principles through coaching and training

Operational Effectiveness & Control
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
· Maintains HSBC internal control standards
· Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
· Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team

Desired profile

Qualifications :

·  Must be proficient in the language(s) required by the process
·  Open to working flexible shifting 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
·  Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
·  Ability to work in a high-volume, fast paced environment is required
·  Proficiency with personal computers and 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,
·  Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
·  Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment

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***