تفاصيل فرص العمل المتاحة في بنك HSBC
تفاصيل فرص العمل المتاحة في بنك HSBC
UK Contact Center Team Manager, GSC’s
About the job
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
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 UK Contact Center Team Manager.
Principal Responsibilities
Accountable for the performance of your team and 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 Business Intelligence data and be able to translate into individual team performance plans
Plan and prioritize work appropriately considering importance, urgency, customer and business impact.
Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
Act as a secondary level of complaint as required when calls required.
Champion and embrace change and innovation within the team
Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
Adhere to local regulations and programs around ‘Treating Customers Fairly’
Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with performance management
Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
Understand and translate the immediate business/function strategy into your team and align direction accordingly
Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions
Embed a best place to work environment for all of your team
Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
Always demonstrate professionalism and confidence
Maintain best place to bank principles through coaching and training
Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team
Requirements:
Fluent in English is a must
3-5 years of experince as a team manager in contact centers
Bachelor’s degree
Open to working flexible shifting schedules
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
Ability to work in a high-volume, fast paced environment is required
Proficiency with personal computers and basic software packages and specialised applications
Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
Excellent communication skills,
Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
Forward looking mentality especially with new technology applications
Being open to new ideas of working
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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.
Issued by HSBC Electronic Data Service Delivery (HEDS)***
Job Field: Call Centre
Primary Location: Middle East-Egypt-Egypt-Cairo
Schedule: Full-time
Type of Vacancy: Country vacancy
Job Posting: 08-Aug-2021, 17:31:08
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