وظائف بنك HSBC للخبرات
AVP - Senior Contact Centre Department Manager - GSC Cairo
What you’ll do:
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 prioritize work appropriately e.g. considering importance, urgency,
customer and business impact
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
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
Knowledge of Group compliance, Operational Risk
Coordinates findings and resolutions of HSBC internal control audits
Coordinates awareness programs and completion of all elements of Operational
Risk associated with the role
Requirements
What you will
need to succeed in the role:
All applicants must have a minimum performance rating of ‘Strong’ and behavioral
rating of ‘Strong’ in the last two appraisals
All L6 and L5 applicants should have served at least 18 months and should have
successfully completed respective learning curve tenure, in their current role
as on closing date
At least 5 years of relevant Management experience in Contact 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
