UKCC Senior Department Manager GSC''s

Business: Contact Center

Role Title: UKCC Senior Department Manager GSC’s

Location (Country / City ): Egypt

Why join us?

• Coach, motivate and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation.Support operational delivery of the contact center.Accountable for the level of service provided to our customers though contact centre teams. Delivered by establishing a robust operational, financial and risk management infrastructure which will minimize cost and protect the HSBC brand reputation and delivering scorecard measures.

The Opportunity:

• The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
• The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.

What you’ll do:

Impact on the Business

• Take accountability for the performance of contact center teams and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving sales, service and efficiencies
• Communicate all operational requirements and changes to teams to ensure effective implementation
• Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met.
• Plan and priorities work appropriately e.g. considering importance, urgency, customer and business impact

Customers / Stakeholders

• Lead contact center teams who deliver outstanding customer service and sales propositions.Wins new and lasting customer relationships
• Develops actionable plans around people capability that are aligned with HSBC’s business strategies and drives change in people capability in order to differentiate HSBC and its brand from competitors.
• Implements agreed action plans from Customer Service feedback
• Provides feedback and proposals to Senior Managers on contact center performance and progress
• Conducts second level new hire interviews as required
• Manage and resolve escalated customer concerns and use appropriate business judgement making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business.
• Champion and embrace change and innovation within the teams

Leadership & Teamwork

• Full accountability for the leadership, coaching, objective setting, performance and absence management of up to 8 Department Managers ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
• Through pro-active coaching, feedback and other development interventions help build your Department Managers' capabilities, ensuring talent is recognized and underperformance is managed appropriately
• Size of operations handled is 200+ FTEs.
• Conduct value-adding monthly 1:1’s, mid-year and year-end performance reviews, meeting all GPM requirements
• Adhere to and accountability for relevant procedures under defined coaching scheme
• Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance. (including stage 2 gross misconduct and disciplinary procedures)
• Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
• Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
• Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams
• Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service
• Demonstrates professionalism and confidence
• Provide cover for other department managers as required

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers
• Coordinates findings and resolutions of HSBC internal control audits
• Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
• Conducts audit the auditor duties within the contact center as required
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
• Ensuring the fair treatment of our employees and customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the employee and customer engagement principles.
• Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
• This will be achieved by ensuring all actions take into account the likelihood of operational risk of employee attrition and disengagement occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.