Site Head of Contact Centre Gsc's

7 months ago


Mansoura, Egypt HSBC Full time

-Job description

**Business**: Contact Centre

**Role Title**: Site Head of Contact Centre GSC's

**Global Career Band**:4

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

**Recruiter Name**: Ayah zakaria Abdelaziz

**The Opportunity**:
To lead a WPB operational contact centre site in all elements which will establish a robust operational, financial and risk management infrastructure enable low cost, high quality service for HSBC customers that delivers to the customer’s and business expectations.

The job holder will recruit, develop and lead a management team (for the site and a HSBC segment(s)) at various levels in setting the culture / creating the environment in which to achieve maximum operational efficiency, effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.

The Job holder is accountable for the key performance indicators (service and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies and managing the annual operating plan for the contact centre.

Where applicable, understands and ensure contact centre teams adhere to local regulatory requirements.

**What you’ll do**:
**Principal Accountabilities**:Key activities and decision making areas***

**Impact on the Business**
- Interpret channel strategy at a site/ segment level and drive the delivery of a high quality, high volume processing / customer contact centre, focusing upon process improvement
- Ensure that operations meet all performance targets including standards in quality and outstanding service
- Manage operational contingency requirements on an ongoing basis by keeping the contingency requirements continually updated in terms of strategic changes
- Analyses and interprets complex data and makes high quality and timely decisions within a business context
- Applies entrepreneurial and business thinking to deliver revenue growth, control costs, and manage risks.
- Proactively plan for success of the contact centre by understanding group and CoE directives and working in a matrixed organization to delivery operational objectives
- Drive customer adoption of automated/ internet channels to reduce cost
- Continual review and achievement of AOP actuals vs budget across a variety of cost lines with feedback to service management where applicable

**Typical Targets and Measures**
- By monitoring and analysing MI, leading the direction of the recruitment, retention and development of staff
- Delivering the operating plan for the site
- Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case
- Lead the contact centre management team ensuring adherence to the operational resource plans in place, and the management of budgets
- Active engagement in group and CoE/utility forums.
- Sets the local strategy in alignment to global objectives and programmes
- Support the design and lead the implementation of business and local change activity
- Use of IVR, PIB, BIB increases
- Accurate AOP tracking and feedback to service management

**Customers / Stakeholders**
- Lead a contact centre site that delivers outstanding customer service and sales propositions. Wins new and lasting customer relationships
- Develops actionable plans that are aligned with HSBC’s business strategies works with the functional and global utilities to drive change in order to differentiate HSBC and its brand from competitors.
- Creates a vision for the contact centres which ensures future growth and sustainability in alignment with group objectives
- Is the voice of the Contact Centres at key country/ region committee meetings
- Initiates and rewards activities focused on delivering outstanding customer service and/ or improving customer advocacy

**Typical Targets and Measures**
- All team members have objectives aligned to outstanding customer service and strive to achieve exceptional customer loyalty and satisfaction
- Responding to developments in the recruitment market, actively position and differentiate HBSC, its products, services, and brand from competitors.
- Actively promotes participation in community (Corporate Social Responsibility) activities and raises awareness of HSBC’s global community initiatives
- Meets with third party providers (where appropriate)
- Customer Satisfaction survey targets achieved on site/ segment level

**Leadership & Teamwork**
- Leads, coaches, inspires and develops others to deliver business performance.
- Role models HSBC’s values and instills trust in others
- Creates a motivated, highly skilled team to enable operations to meet business objectives
- Development of succession plan for all roles, ensuring continuity of service and operational excellence
- Provision of ongoing feedback to senior managers on the performance and progress review for managers
- Works collaborativel


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