HSBC, one of the world’s leading international banks, is hiring for the position of Department Manager. This role offers an exceptional opportunity to join a dynamic organization known for its commitment to innovation, financial expertise, and global reach. As a Department Manager at HSBC, you will play a key role in overseeing departmental operations, managing team performance, and ensuring that HSBC’s high standards of service and efficiency are met. Whether you have experience in banking, finance, or general management, this position offers a chance to grow within a globally recognized institution
Principal responsibilities
- Coach, motivate and lead a team.
- Deliver excellent customer service and sales propositions to a wide range of HSBC local and international customers
- Support operational delivery of the contact centre
- Accountable for the level of service provided to the customers though contact centre teams.
- Take accountability for the performance of contact centre teams and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, and operational targets).
- Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving customer needs identification, service and efficiencies
- Communicate all operational requirements and changes to teams to ensure effective implementation
- Contact center and individual teams achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, operational risk etc.) Handling complaints on staff attitude, behavior with customers.
- Handling the productivity, work rate and accuracy of staff.
Requirements
- 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 desired but not necessary dependent upon prevailing market
- 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 passion for delivering the operational balanced scorecard through engaged , empowered , well trained people
- Excellent written and verbal communication
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