Job Description

Description

 

Some Careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

  • Support initatives which enhance customer experience and support increased sales, retention and expansion of client relationships
  • Support initiatives for improvement; these could be in areas such as staff development, customer communication or internal process improvement
  • Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with servicing support for customers
  • Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
 

Qualifications

 
  • Good understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Good understanding of documentation writing and change methodologies
  • Word, Excel and PowerPoint literate to an intermediate level.
  • Good planning and prioritisation skills,
  • Some documentation writing and change management experience
  • Effective communication, inter-personal and negotiating skills
  • Good decision making and problem solving ability
  • Strong judgmental skills to identify and resolve problems
  • Some experience of delivering change using appropriate systems/tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
You’ll achieve more at HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

*Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China *

 

Job Field

  :   Call Centres

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