CCSS Dept Manager - CCSS Dept Manager - HSBC Operations
HSBC Group
Hong Kong, China


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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 : Impact on the Business

Impact on the Business

  • Take accountability for the performance of highly complex contact centre teams in all that they do, contributing to the successful delivery of Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets).
  • Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving sales, service and efficiencies
  • Communicate and oversee all operational requirements and changes to teams to ensure effective implementation
  • Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met.
  • Plan and prioritise work appropriately e.g. considering importance, urgency, customer and business impact
  • Customers / Stakeholders

  • Lead complex and senior contact centre teams who deliver outstanding customer service and sales propositions. Wins new and lasting customer relationships
  • Develop and implement actionable plans around people capability that are aligned with HSBC’s business strategies and drives change in people capability in order to differentiate HSBC and its brand from competitors.
  • Implements agreed action plans from Customer Service feedback
  • Provides feedback and proposals to peers Senior Managers including head of contact centre on centre performance and progress
  • Conducts second level new hire interviews as required
  • Manage and resolve escalated customer concerns and use appropriate business judgment making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business.
  • Champion embrace and oversee change and innovation within the teams
  • Leadership & Teamwork

  • Full accountability for the leadership, coaching, objective setting, performance and absence management of 8 or more Team Managers ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
  • Through pro-active coaching, feedback and other development interventions help build your Team Manager capabilities, ensuring talent is recognized and underperformance is managed appropriately
  • Conduct value-adding monthly 1 : 1’s, mid-year and year-end performance reviews, meeting all GPM requirements
  • Adhere to and full accountability for relevant procedures under the defined coaching scheme
  • Manage and accountable for employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-
  • performance. (including stage 2 gross misconduct and disciplinary procedures)

  • Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
  • Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
  • Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams
  • Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service
  • Demonstrates professionalism and confidence
  • Provides cover for other department managers as required
  • Acts as a deputy to the Site Head of Contact Centre as required
  • Operational Effectiveness & Control

  • Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
  • Coordinates findings and resolutions of HSBC internal control audits
  • Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
  • Conducts audit the auditor duties within the contact centre as required
  • Qualifications

  • Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
  • At least 5 years of relevant Management experience in financial services and / or call centre operations is required
  • Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
  • Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
  • Excellent interpersonal, oral and written communication skills required.
  • Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
  • A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
  • Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
  • Problem solving and Decision making skills PSDM with an ability to respond quickly and communicate effective remedial plans if need be.
  • Experience of coaching, mentoring, developing direct reports and peers effectively using motivation skills
  • Computer literacy (word processing, spreadsheets and database applications)

    Experience in preparing and delivering presentations to employees at all levels

    Must be well organized, demonstrate initiative, and able to manage multiple projects.

    Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment

    Maintain document control and data integrity

    A passion for delivering the operational balanced scorecard through engaged , empowered , well trained people

    Proficient in English and local language

    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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