We are currently seeking a high calibre professional to join our team as a
CCSS Senior Team Manager.
In this role you will need: - Lead, coach, motivate and develop a sizable team of agents in an inbound contact centre environment
- Be responsible for the effectiveness of agents' performance in terms of quality, productivity, and fulfilled customer needs
- Provide real time support to the team
- Handle disputes and customer complaints or suspected fraud case when required
- Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
- 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
- Maintain the Bank's internal control standards, implement and observe internal compliance policies and maintain awareness of operational risk and minimize the likelihood of it occurring
To be successful you will need: - University level education, preferably in finance, business or a related discipline
- Solid experience in managing a team through coaching, mentoring, developing and motivating others
- Strong customer service mindset and high commitment to service excellence
- Sound knowledge of Retail Banking and Wealth Management financial products
- Familiar with regulatory and compliance requirements in particular on insurance and investment products
- Insurance and Investment license holders are preferred
- Strong interpersonal, communication, problem solving, influencing and leadership skills
- Proficient in written and spoken English and Chinese, Mandarin is an advantage
- Proficient computing skills Willing to perform shift duties, including weekends and public holidays if required
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to ( Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks ).
Opening up a world of opportunity www.hsbc.com/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 The Hongkong and Shanghai Banking Corporation Limited.
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