ccsf d and cc manager

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of CCSF D AND CC MANAGER

Principal responsibilities

• Lead, control, prioritise and implement changes required to contact centre migrations, processes and systems
• Planning of contact centre resources and support functions
• Management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model)
• Lead delivery of all Contact Centre risk and governance  activities, where applicable
• Make recommendations to improve/streamline current change practices to improve the customer experience, team  productivity, and/or reduce costs
• Ensure activity is executed in line with approved design
• Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict
• Maintain contact with stakeholders to identify and communicate business performance, status and potential risks
• Champion and embrace change and innovation within the
• Knowledge of  Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Coordinates findings and resolutions of HSBC internal control audits
• Ensure Planning & Service Management processes are effective and propose improvements/efficiencies as required.
• Conducts audit the auditor duties within the contact centre as required
• Balancing the needs of all stakeholders fairly and equitably.
• Requirement to manage changing priorities and produce outputs to a high standard relevant to a variety of stakeholders.
• Ensure consistency of service provided across all sites and maintaining compliance with external regulatory requirements, internal control standards and group compliance policy.
• Due to the scale of the regional contact centre operation, a fine degree of control of the resource deployed needs to be maintained at all times in order to meet the demands of customers within budgeted allowances.

Requirements

• Minimum of 3 years of experience in secretarial or administrative role; quality control, operational auditing or management role in a high complex environment
• Advanced level, knowledge in word processing, spreadsheets and MS Office applications
• Proficient in language(s) required by process
• Excellent oral, written, and interpersonal communication skills. Able to communicate clearly and confidently with Management at all levels
• Excellent listening and problem solving skills and attention to detail
• Ability to adapt in a dynamic and fast-paced environment
• Excellent organization skills;
• Ability to adapt in a dynamic and fast-paced environment
• Must have proven ability to rapidly develop and deploy solutions to support programs/initiatives
• Ability to work well within a team and take the initiative to work independently when required
• Sense of urgency and ability to take on tasks and manage them alone with excellence
• Flexible approach to working hours
• Proficient in English and local language

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You'll achieve more when you join 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. 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.