Job description

Business: Contact Center
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 Team Leaders (1 or 2) 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 team leader (1 and 2)’s capabilities, ensuring talent is recognized and underperformance is managed appropriately
• 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.

Requirements

• MENA Market Experience is preferable
• Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
• At least 5 years of relevant Management experience in call center operations is desired but not necessary dependent upon prevailing market
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
• Excellent interpersonal, oral and written communication skills required.
• Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
• Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
• Problem solving and Decision making skills – PSDM with an ability to respond quickly and communicate effective remedial plans if need be.
• Experience of coaching, mentoring, developing others and motivation skills
• Computer literacy (word processing, spreadsheets and database applications)
• Must be well organized, demonstrate initiative, and able to manage multiple projects.
• Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment
• Maintain document control and data integrity
• A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people
• Proficient in English and local language

You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***