HASE CC GCCB Trainer - Contact Centre CFD(HASE) - HSBC Operations, Services and Technology - 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 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:

The role of the Contact Centre Management is to coach, motivate and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC local and international customers (whilst ensuring the cost effectiveness of the operation).

The role holder will:

• Recruit, develop and lead a team to handle complex and speciality contacts and products

• Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (scorecard)

• Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met

• Ensure fair outcomes for customers are delivered in all situations

• Manage people, including a team within the contact centre

Desired profile

Qualifications :

Major Challenges

·  Should ensure team members to master updated RBWM knowledge of all banking products and services
·  Should adequately understand local regulations and rules which may change from time to time to ensure accurate information is provided by the team.
·  Innovative to deliver out-performing results

Experience

·  Knowledge on HSBC and it's business range in China
·  3 to 5 years working experience in project or banking/credit card related business, remittances, Updated knowledge in PBOC/SAFE/CBRC regulations or credit card products.
·  Good knowledge on service and sales in Contact Center
·  Logical thinking and presentation skills
·  Good spoken and written skill for both English and Chinese (mandarin)
·  Willingness to work under pressures
·  Sound PC 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***