Ccss Team Manager Gsc's

1 week ago

Cairo, Egypt HSBC Full time

**Business: Contact Center**

**Open positions: 3**

**Role Title: CCSS Team Manager**

**Global Career Band: 7**

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

**Recruiter Name : Farah El Sabagh**

**Why join us? **_(Overview of Dept./Function)_**

Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations from Business Area, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.

**The Opportunity**:_(Brief Overview of the Role)_**

Make decisions, identify and resolve complex process related queries on a day-to-day basis.

Team capacity planning and allocation of work to the team to meet SLA’s.

Responsible for maintaining a team climate in which creativity thrives and in which processes and productivity are continuously improved.

**What you’ll do**:_(List out Key Responsibilities)_**
- Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Performance Level Agreements (PLAs)
- To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
- Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
- Handle the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
- Work is organized and processed / completed within agreed timescales. On-going monitoring and review of workflow and priorities are in accordance with procedures.
- MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales and issues escalated to line manager in a timely manner.
- Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness.
- Keeping the contingency requirements continually updated in terms of strategic changes on account of migration growth plans in conjunction with core BCP team. The management team to be involved in half yearly walkthrough and “Warm site” testing as required.
- Establish and maintain effective relationship with business areas and identify areas of service improvements.
- Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
- Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control. Acquire and update knowledge on procedures related to relevant processes
- Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
- Customers are kept fully informed of progress.
- To assist the manager in running the operations.
- Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
- By providing input/support on management issues and deputising the manager during his/her absence.
- All data requirements (e-TCS, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner
- Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
- Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
- Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Reward and Recognize service excellence.
- Create robust team environment where skills and knowledge openly shared to achieve team and business goals and develop team members to meet business objectives.
- Team members are regularly briefed and made aware of individual / department performance targets and achievements.
- Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
- Progress reviews on performance are undertaken within agreed timescales.
- To continually re-assess th

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