Contact Centre Service and Sales Sr Team Manager
Job Advert Details
If you're looking for a career that will help you to stand out, join HSBC and fulfill your potential.
Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors, and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
Report to :VP and CCSS Department Manager
People Manager: Yes
1. The job holder is responsible for complex product type, multiple products cross selling to cater for customers' needs ;and also trained and certified to handle a wide variety type including Premier and Sales calls.
2. Responsible for leading, coaching, motivating, and developing a team of 12-14 Contact Centre Service Agents in inbound and outbound with highly regulated and complex contact centre environment servicing various products and propositions.
3. Delivers upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements, adhere to local regulations and programs around " Treating Customer Fairly" by need based.
Qualifications
1. University graduated or above
2. More than 5 years’ experience in managing a team through coaching, mentoring, developing and motivating others
3. Open to working flexible shifting schedules.
4. Ability to work in a high-volume, fast paced environment is required.
5. Problem solving and decision-making skills.
6. Strong experience in credit card product. Rotation experience in different departments is highly desirable.
7. Strong communicator and good interpersonal skills. Demonstrated experience in forming ‘advisory’ relationships with senior managers.
8. Have a positive, can-do attitude with a desire to get things right first time every time and works around limitations.
9. Able to work with members of different skills and experiences. Comfortable to operate in a complex matrix structure with multiple stakeholders.
10. Fluent in Chinese and English.
