Job ID: 0000L3FS Description HSBC International Wealth and Premier Banking (IWPB) We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world. We are currently seeking an experienced professional to join our team. In this role, you will: Impact on the Business/Function - Accountable 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, sales and operational targets) - Understand Business Intelligence data and be able to translate into individual team performance plans - Plan and priorities work appropriately considering importance, urgency, customer and business impact. Customers / Stakeholders - 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’. - Active floor management Leadership & Teamwork - Take full accountability for the Leadership, coaching, and absence management of a team of up to 15 FTE handling Inbound calls or chats across products and propositions and support with performance management - Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels. - 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 buzz sessions - 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 - Always demonstrate professionalism and confidence - Maintain best place to bank principles through coaching and training Operational Effectiveness & Control: - Knowledge of Group compliance, Operational Risk and regulations for WPB Centres - Maintains HSBC internal control standards - Awareness of all elements of Operational Risk associated with the role in compliance for contact centres - Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team. Qualifications To be successful in the role, you should meet the following requirements: 1. Bachelor’s degree or above 2. At least two years relevant experience 3. Must have education standard to at least college degree and be of a legal working age 4. Must be proficient in language(s) required by the process 5. Open to working flexible shifting schedules 6. Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development 7. Takes pride in delivering what is promised in line with the customer and service expectations 8. Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order 9. Ability to work in a high-volume, fast paced environment is required 10. Proficiency with personal computers and basic software packages and specialized applications 11. Excellent communication skills and is polite and friendly at all times 12. Displays patience and empathy. 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 and 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./HX Issued by HSBC Bank (China) Company Limited