A great opportunity to join a dynamic team reporting directly into the UK Head of Contact Centres in Retail Banking and Wealth Management. Working across multiple retail product sets to deliver outstanding customer service and revenue generation.
A senior management position in HSBC and a critical leadership role with overall accountability for one of our key strategic sites with over 800 people in our Hamilton Contact Centre.
Role Purpose
Lead the Retail Banking Wealth Management Contact Centre, creating an environment with a robust operational, financial and people infrastructure that contribute to the delivery of the overall channel strategy.
Recruit, develop and lead a management team at various levels in setting culture/environment to achieve maximum operational effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.
Deliver fair outcomes for our customers and ensure both own and employee conduct maintains the orderly and transparent operation of financial markets.
Manage multiple stakeholders to drive performance and simplify the overall process and experience.
Key accountabilities
Overall accountability for the site contact centre activities, including efficiency, effectiveness, productivity and quality of results and risk management.
Accountable for the delivery of revenue, customer satisfaction, people engagement and cost delivery to their centre.
Interpret channel strategy at site/segment level and drive the delivery of high quality, high volume processing/customer contact centre, focussing on process improvement and quality.
Continual review and achievement of target actuals vs. budget across a variety of cost lines (including headcount).
Accountable for the key performance indicators (service, sales and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies and managing the annual operating plan for the contact centre.
Analysis and interpretation of complex data to make high quality and timely decisions.
Recruit, develop and lead a high performing management team at all levels.
Drive customer adoption of automated/internet channels to reduce costs.
Promotes channel of choice and best in class customer experience.
Develop a culture of risk awareness and compliance, adhering to all global standards training and procedures.
Knowledge and Experience
Leadership across financial products, high volume processing centre operations, contact centre operations, quality and production management, performance and process engineering.
Operational thinker with ability to link local initiatives to global objectives and to work within a matrix organisation.
Delivering the overall operational balanced scorecard through engaged, empowered and well trained colleagues.
Operational Risk Management and understanding of call centre concept.
Leads on document control and data integrity.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Subscribe to us
100% Free.
close