HSBC
Team Leader - CMB Financial Support (5 Month Secondment).
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Team Leader - CMB Financial Support (5 Month Secondment)
If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.
We’re currently seeking an experienced professional to join our team in the role of Team Leader - CMB Financial Support (5 Month Secondment).
As Team Leader for CMB Financial Support you’ll manage a telephony-based Collections team supporting Commercial Banking customers experiencing varying degrees of financial difficulty. The role focuses on creating fair customer outcomes through every interaction while meeting department targets in a fast-paced operation. You’ll build capability across Financial Support Associates and Financial Support Managers including supporting progression towards accreditation.
You’ll also strengthen quality assurance and adherence to process and procedure with a focus on a right first time approach. Success means clear expectations, consistent coaching and improved call quality and customer outcomes while ensuring issues raised by audits or regulators are remediated in a timely way.
In this role you’ll:
- Manage a team of Financial Support Associates and Financial Support Managers within a fast-paced telephony operation
- Coach and inspire Financial Support Associates to build skills and knowledge towards Financial Support Manager accreditation
- Coach and empower Financial Support Managers to deliver the best possible customer outcomes through every interaction
- Embed a culture of customer service excellence and fair outcomes with a right first time approach
- Complete recurring quality assurance assessments to evaluate customer outcomes and adherence to process and procedure
- Guide individual development plans using available tools including the Degreed platform
- Remediate internal and external audit points and address issues raised by external regulators in a timely way
- Monitor performance, diagnose gaps in work quality and implement improvement plans to enhance results
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To be successful in this role you should meet the following requirements:
- Bring proven experience managing telephony-based teams to achieve department targets
- Apply strong coaching capability to build skills across a team and support progression and accreditation
- Use quality assurance sampling to improve call quality and strengthen customer outcomes
- Demonstrate working knowledge of HR policies used when managing teams including absence, capability and conduct, performance management, grievance and disciplinary procedures
- Communicate clearly in writing and conversation to set expectations and improve customer communication
- Interpret comprehensive financial information such as cash flow forecasts, profit and loss accounts and balance sheet information to support commercially viable and sustainable solutions
- Apply understanding of customers in financial difficulty including relevant policy and the stages of financial difficulty
- Work with systems used in role delivery including Browser Main Menu, CTA, Document Viewer, MS Office and EWFM
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Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.
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