HSBC Global Services Limited
Premier Banking - Department Lead (UK Contact Centre)
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If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.
We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Premier Banking Department Lead (UK Contact Centre).
The DM will lead by example, encouraging diversity and differentiation through a deep understanding across all customer contacts. The DM will need to understand and focus on wider Business Area and Distribution goals, as well as those of their immediate remit.
The role is to be responsible for coaching, motivating and leading a team to deliver excellent customer service to customers in the contact centres within Distribution, whilst ensuring the cost effectiveness of the operation. In addition, you will support operational excellence delivery of the contact centre KPIs and be accountable for the level of service provided to our customers though contact centre teams. You will be passionate about and able to champion and deliver change.
As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
In this role you will:
- Motivate and lead team to deliver outstanding customer service, solve problems for customers, as well as the higher risk journeys
- Drive performance across all KPI metrics, understands the detail, identifying opportunities to improve and drive business results to achieve better customer outcomes
- Create a coaching & first call resolution culture that raises the standard of service and seek to continually improve our colleague capability
- Inspecting what you expect through leader observations, ensuring Leader Standards are adhered too
- Attendance and absence management - creating a culture where our people want to come to work and educate leaders in absence management process using the leader standards and iKnow procedure
- Operational delivery of the contact centre and be accountable for the level of service provided to our customers though contact centre teams
- Act as the voice of the customer using frontline understanding to raise issues/problems on the ideas hub for journey improvements and champion these changes
- Act as a role model for our Group values and behaviours, authentically engaging with team, colleagues and embed our customer first culture. Act as a role model for HSBC’s values and behaviours. Create a ‘speak up’ culture where openness, honesty, fairness, and participation are embedded into the operating rhythm.
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To be successful in this role you should meet the following requirements:
- Proven personal financial services and banking experience or equivalent, and proven track record with managerial and leadership experience in a contact centre environment.
- A track record of understanding strategy and aligning priorities with this to improve business effectiveness in sustainable ways.
- Built effective networks and created opportunities for others to work collaboratively.
- Evidence of adherence to risk management frameworks, tools and controls.
- A track record of deploying change which improves the business in a way that inspires and engages those around them.
- Availability to work the shift pattern required for this role, i.e. 35 Hours per week - flexibility required. Operating window is 6am to 11pm Monday to Sunday including weekend working.
- A desire to find ways to continually improve the service delivered to customers
- A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
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Opening up a world of opportunity.#LI-HSBC
As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay package in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.
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