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GCOU Specialist - Global Customer Outreach Utili - HSBC Operations, Services and Technology - GZC

HSBC
广州
33 days ago: HSBC

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 Technology and Services, 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:

Impact on the Business
  • Supports the quality monitoring and call calibration activities
  • Deliver training and/or mentoring to the Global Customer Outreach Utility Financial Service Analyst
  • Identifies improvement opportunities and suggests solutions, making decisions based on sound rational judgement escalating issues as necessary.
  • Operates in accordance with agreed procedures and guidelines.
  • Manages assigned tasks knowing when to refer issues as necessary.
  • Ensures work is prioritised and processed accurately, organising workload to ensure timely and efficient completion.
Customers / Stakeholders
  • Deliver outstanding customer service to all internal and external customers representing customers needs and helping stakeholders achieve strategic goals aligned to customer needs
  • Deal with customer’s enquiries in a positive and timely manner
Leadership & Teamwork
  • Encourage a collaborative working environment, supporting the team’s overall effectiveness and efficiency.
  • Improve personal effectiveness in the business
  • Develop and build effective working relationships
Operational Effectiveness & Control
  • Support the delivery of effective processes and propose improvements/efficiencies as required
  • Compliance with external regulatory requirements, internal control standards and group compliance policy
  • The role holder when required will provide administrative support to the team.

 

Qualifications

 
  • Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company
  • Demonstrated experience and knowledge of all products and propositions in contact centre scope
  • Demonstrates ability to manage and control groups with focus on group dynamics
  • Must be proficient in the language(s) required by the process
  • Open to working flexible shifting schedules
  • Understanding of internal control, risk management (operations),  and quality audit parameters
  • Experience in creating curriculum, presentations, facilitator guides and call monitoring model design is advantage.
  • Computer literacy (word processing, spreadsheets and database applications)
  • Excellent oral, written, and interpersonal communication skills.
  • Ability to express ideas clearly and concisely
  • Ability to adapt in a dynamic and fast-paced environment
  • Must have proven ability to rapidly develop and deploy training solutions to support program
  • Good judgment, decision making and problem solving skills
  • Good planning and organising skills
  • Ability to work in a team, and alone, with minimal supervision and act on own initiative

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

      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 Technology and Services, Global Service Delivery is a leader in...