Avp - Senior Contact Centre Department Manager

4 weeks ago

مصر, Egypt HSBC Full time

**Business: HBEG**

**Open positions:1**

**Role Title**:SENIOR CONTACT CENTRE DEPARTMENT MANAGER**

**Global Career Band: 5**

**Location **_(Country / City)_**: Egypt**

**Recruiter Name: Rabab Hussein**

**Why join us?**

The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated **complex **environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.

The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.

**The Opportunity**:

- Coach, motivate and lead **an experienced, diverse and complex contact centre team to** deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation. Support operational delivery of the contact centre. Fully Accountable for the level of service provided to our customers though contact centre teams. Delivered by establishing and maintaining a robust operational, financial and risk management infrastructure which will minimize cost and protect the HSBC brand reputation and delivering scorecard measures.

**What you’ll do**:

- Take accountability for the performance of **highly complex** contact centre teams in 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 key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving sales, service and efficiencies
- Communicate** and oversee **all operational requirements and changes to teams to ensure effective implementation
- Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met
- Plan and prioritize work appropriately e.g. considering importance, urgency, customer and business impact
- Develop **and implement** actionable plans around people capability that are aligned with HSBC’s business strategies and drives change in people capability in order to differentiate HSBC and its brand from competitors.
- Implements agreed action plans from Customer Service feedback
- Provides feedback and proposals to** peers** Senior Managers including head of contact centre on centre performance and progress
- Conducts second level new hire interviews as required
- Manage and resolve escalated customer concerns and use appropriate business judgment making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business.
- Champion embrace and oversee change and innovation within the teams
- Full accountability for the leadership, coaching, objective setting, performance and absence management of **8 or more** Team Managers ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
- Through pro-active coaching, feedback and other development interventions help build your Team Manager capabilities, ensuring talent is recognized and underperformance is managed appropriately
- Conduct value-adding monthly 1:1’s, mid-year and year-end performance reviews, meeting all GPM requirements
- Adhere to and **full **accountability for relevant procedures under the defined coaching scheme
- **Manage and accountable** for employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance. (including stage 2 gross misconduct and disciplinary procedures)
- Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
- Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
- Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams
- Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service
- Demonstrates professionalism and confidence
- Provides cover for other department managers as required
- **Acts as a deputy to the Site Head of Contact Centre as required**:

- Knowledge of Group compliance, Operational Risk
- Coordinates findings and resolutions of HSBC internal control audits
- Coordinates awareness programs and completion of all elements of Operational Risk associated with the role
- Conducts audit the auditor duties within the contact centre as required
- Balancing the needs of

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