People and Performance Culture Manager - CMB BBD - BUS BANKING DEV(GZC)

Job description

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of People and Performance Culture Manager - CMB BBD - BUS BANKING DEV(GZC).

Principal responsibilities

·  Support activity to drive employee engagement to above best in class.
·  Review of key people MI such as: attrition/eNPS/Snapshot/my heartbeat/GIF survey/exit surveys/coaching and performance management output and quality (PIPs/POPs/etc).
·  Support leadership team with trend analysis & opportunities for support/improvement through performance MI Review & Outliner Identification/management.
·  Create and / or govern site / market People Plans and relevant People & Performance Management Forums in line with site/market/contact centre/business priorities.
·  Identify opportunities to improve on coaching abilities across site leadership teams and liaising with relevant training & L&D teams to deliver required support.
·  Design engagement runway/s to boost employee morale based on key people insights and supporting leaders to deliver these initiatives.
·  Design and deliver relevant employee communications to support key leader & business messages.
·  Recognition design & governance to drive a culture of high performance as well as feeling valued.
·  Lead and govern the onboarding journey of new hires through onboarding plans and supporting hiring initiatives.
·  Manage the site entertainment budget to ensure funds are allocated and utilized correctly.
·  Lead and govern the design and delivery of initiatives focused on Talent Planning & Career Development.
·  For those who is people manager (GCB 6), responsible to lead the team of people and performance culture at respective site, including leading a dedicated team in the creation, coordination and delivery of innovative initiatives and activities aligned to business and people strategy, providing coach to subordinates to achieve at their best and driving for high performing culture.
·  Establish communication channels and deliver communication pieces to build awareness, increase transparency and provide regular updates to key stakeholders on key initiatives and milestones.
·  Effective stakeholder management through building strong relationships, adopting a joined-up approach to deliver business requirements at pace and with minimum conflict.

Requirements

·  Understanding the Contact Centre metrics and their relationship.
·  Ability to adapt in a dynamic and fast-paced environment.
·  Good organizational, numerical, problem-solving skills, excellent listening and detail oriented.
·  Good oral, written, and interpersonal communication skills in Chinese (Cantonese and Mandarin) and English. Be able to communicate clearly and confidently with Management at all levels.
·  Ability to prioritize and multi-task, to handle multiple markets / stakeholders and liaising with them.
·  Sense of urgency and ability to take on tasks and manage them alone with excellence, with ability to plan and organize events at basic level.

Knowledge of

·  Understanding of the agent lifecycle and the contact centre role for an agent, their expected outcomes on the agent lifecycle.
·  How to motivate people and drive high performance.
·  Understand how to encourage good feedback and create a culture of honesty and openness without fear of retribution.
·  Understand of Health and well-being and the absence process.
·  Knowledge of the Contact centre environment, shift patterns, technology ( things that impact the day to day working of agents).
·  Good team player.
·  Flexible approach to working shifts.

Leadership & Teamwork

·  Acts as a role model for our Group Values and Behaviors supporting colleagues to deliver superior customer service through these values.
·  Values & drives diversity amongst team.
·  Ability to identify opportunities for coaching using relevant coaching and feedback tools.
·  Understanding of the relevant Performance Framework and ability to undertake regular performance reviews.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.