Ngân hàng TNHH một thành viên HSBC thông báo tuyển dụng vị trí Contact Centre Service & Sales Senior Team Manager - Outbound.
Deadline: 11.06.2017
Location: TP.HCM
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Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience."
We are currently seeking an ambitious individual to join this team in the role of Contact Centre Service & Sales Senior Team Manager - Outbound.
Responsible for leading, coaching, motivating and developing a team in outbound highly regulated and complex contact centre environment servicing various products and propositions. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (ie scorecard).
- ake accountability for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service and operational targets)
- Understand Business Intelligence data and be able to translate into individual team performance plans
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
- Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
- Act as a secondary level of complaint as required when calls required.
- Champion and embrace change and innovation within the team
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
- Adhere to local regulations and programs around ‘Treating Customers Fairly’.
- Take full accountability for the Leadership, coaching, performance and absence management of a team
- Understand and translate the immediate business/function strategy into your team and align direction accordingly
- Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance reviews)
- Embed a best place to work environment for all of your team
- Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
- Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
- Maintain Best Place to Bank principles through coaching and training
- Provides emergency cover to the Sales and Service Manager as required
To be successful in the role, you should meet the following requirements:
- Degree desired but not necessary dependent upon prevailing market conditions
- Two plus years experience in managing a team through coaching, mentoring, developing and motivating others
- Must be proficient in the language(s) required by the process
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialised applications
- Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills
- Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
For further information on application for this role, please send your updated resume to humanresources@hsbc.com.vn or apply online following this link.
You'll achieve more when you join HSBC.
www.hsbc.com.vn/careers
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. 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 Bank (Vietnam) Ltd.
