Senior Sales Planning and Management Manager- Contact Centre Business
HSBC Group
Hong Kong, China


Some careers grow faster than others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities.

The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Senior Contact Centre Sales and Partner Manager .

Principal responsibilities

  • Responsible for the day to day management of revenue generating activities in Contact Centre Business for Hong Kong Retail Banking and Wealth Management business
  • Validate business performance plan assigned to the contact centre channel
  • Distribute performance plan across the Contact Centre including the setting of performance expectation at all levels across Contact Centre sites
  • Review ongoing business performance and operation process, providing and implementing recommendations for Return On Investment improvements
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
  • Drive a high performance culture with high standard of sales quality through strong leadership and effective people management
  • Ensure performance management processes are effective and propose improvements or efficiencies as required
  • Adhere external regulatory requirements, internal control standards and group compliance policy
  • Implement recommendations timely made by internal or external auditors and external regulators
  • Requirements

  • Bachelor Degree in Business or related field or equivalent experience
  • Strong and solid experience with Business MI analysis
  • Good understanding of call centre dynamics, including processes and systems used, products, performance and reward structures, customer services metrics, agent skills and training, regulatory requirements
  • Good performance management skills and experience preferably within a contact centre environment
  • Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
  • You’ll achieve more when you join HSBC. Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

    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.

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