Senior. Revenue Mgt Manager - People Experience Ops
HSBC Group
Hong Kong, China


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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 :

  • Validation of the sales plan assigned to the contact centre channel.
  • Distribution of the sales plan across the Contact Centre including the setting of targets at all levels across Contact Centre sites.
  • Co-ordination of sales incentive campaigns.
  • Reviewing ongoing sales performance and sales process, providing and implementing recommendations for improvements.
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
  • Maintain contact with stakeholders to identify and communicate business performance, status and potential risks.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected.
  • Their contribution is often as a technical / professional specialist in their field.

  • Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
  • Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
  • Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected.
  • Their contribution is often as a technical / professional specialist in their field.

  • Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
  • Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
  • Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
  • Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
  • Knowledge

  • Good understanding of Contact Centre sales dynamics e.g. processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Excel and PowerPoint literate to an intermediate level.
  • Experience

  • Good sales management skills and experience.
  • Effective communication, inter-personal and negotiating skills
  • Good decision making and problem solving ability
  • Strong judgmental skills to identify and resolve problems
  • Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
  • Leadership capabilities

  • Navigating understanding and translating Contact Centre Sales strategy into own team and aligning directions accordingly
  • Aspiring being ambitious about providing the highest standards of delivery and embedding them in the team
  • Driving - setting stretching goals for self and team and delivering them with courage and tenacity
  • Mobilising authentically engaging with team, colleagues and business partners to deliver at pace
  • Sustaining making considered decisions that protect and enhance HSBC values, reputation and business
  • Qualifications

  • Relevant banking degree - optional
  • 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

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