Manager Operations
1 week ago
**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 **Manager Operations - GLCM**
**Why join us?**
**HSBC Technology and Services**
HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.
**Global Service Delivery**
Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
**Purpose of Department**
GLCM Digital Operations supports 50+ countries on e-Channels such as HSBCnet, and Connect off six locations (Bangalore, Taikoo Hui, Krakow, Mexico City, Kuala Lumpur and Cairo). Functional and operational support provided to the business covers end to end journey of the customers’ digital experience and is of varied complexity covering Contact Centers, General Processing and Project-Based Teams such as testing, implementation etc.
The GBB Client Servicing Helpdesk in GSC Bangalore provides general knowledge, technical and consultancy support on generic product-related queries to Business Banking customers (turnover below US$6.5m) from Canada, USA, India at first. The scope for the team will expand in 2021 to more markets.
**The Opportunity**:
- 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 & 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
**What you’ll do**:
- 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
- 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, and absence management of a team of up to 12 FTE handling call types 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
- Support individuals through the welcome & on-boarding stage of the induction programme; set stretching goals for self and team
- Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
Requirements
**What you will need to succeed in the role**:
- Graduation in any discipline; High voice and Written skills
- Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations
- People Management experience is a must.
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
- Strong Customer Orientation and passionate about delivering superior customer service
- Fluency in spoken/written English is a must. Strong decision making, negotiation and consultative skills
- Good analytical skills, together with the ability to support decisions with sound reasoning
- Problem solving skills with the ability to work independently and to the highest level of accuracy and accountability
- Strong leadership skills evidenced by achievement of objectives together with a track record of development of
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