Head of Hbeg Contact Centers

7 months ago

مصر, Egypt HSBC Full time

-Job description

Role Purpose:
The role holder will be responsible for managing the relationship with HBEG offshore GSC Call Centre ensuring the site maintain the service standards and operational integrity for the business by acting as WPB channel owner, setting local contact center Sales, Customer experience strategies, Retention, CDD Voice and RFI Voice KPIs for HBEG in line with Contact Centre Target Operating Models and Customer Value Management

The role exists to maximize and deliver upon the Global Contact Center Target Operating model, optimizing channel’s revenue generation potential, monitor and deliver upon defined customer experience strategies.

The role holder will also be managing the Premier Direct team, and providing support to Virtual Premier Relationship Managers (VPRMs).

The role holder will be responsible for developing and maintaining excellent relationships with multiple key stakeholders including Customers, International & Marketing, Retail Product, Distribution & Customer Experience. The role holder will be the sole liaison and relationship manager for Egypt with Global Services Utilities function and Global Resourcing sites.

**Impact on the Business/Function**
- Responsible for driving all inbound and outbound sales and service initiatives across HBEG contact centers in liaison with product and distribution managers ensuring adequate sales knowledge and incentive schemes are in place.
- Contribute to the resource capacity planning of HBEG contact centers by providing timely and accurate business input on campaigns, customer and call volumes, sales & service initiatives and target performance metrics and potential service impacting activities.
- Overall responsibility for agreeing and communicating / preparing for all business campaigns and general information updates impacting HBEG contact centers.
- Ensure the Contact Centre channel achieves quantitative and qualitative customer experience targets through robust planning, root cause analysis and monitoring of service levels and operational KPIs.
- Supervise VPRMs to develop and manage long term relationships with Premier Customers in their portfolios.
- Proactively monitor Premier customer feedback to ensure customer satisfaction with products and services provided.
- Contribute to overall performance and profitability of the business in line with Global Premier AOP (annual operating plan).

**Customers / Stakeholders**
- Develop and maintain an excellent working relationship with business stakeholders across Product, Proposition and Distribution, Global Service utility, Global Resourcing sites to operationalize the Group Contact Centre Target Operating Mode.
- Responsible for acting as single contact point of liaison linking business with operational fulfilment and act in capacity of business channel owner with operational service partners.
- Engage with Global Contact center management to deploy consistent Group best practices and standardized operating models.
- Continually improving the levels of service provided to customers through appropriate resource capacity planning and training support and site process improvements.
- Drive employee engagement and best place to work strategies for HBEG Contact Center and Premier Direct teams and support recognition of success.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

**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.
- Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC.
- Build and maintain good working relationships with Group business and operational units.
- Ensure that training plans are developed and implemented.

**Operational Effectiveness & Control**
- Knowledge of Group compliance, Operational Risk for WPB Contact Centers.
- Coordinates findings and resolutions of HSBC internal control audits.
- Coordinates awareness programs and completion of all elements of Operational Risk associated with the role.
- Understand and ensure contact center teams adhere to local regulatory requirements.
- Ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
- Timely implementation of internal and external audit points together with any issues raised by external regulators.
- Completion of technical training that enhances system knowledge and proficiency.
- Compliance metrics
- Timely completion of mandatory compliance, risk and regulatory learning modules
Requirements

Qualifications:

- Bachelor’s Degree is a must.
- Proven track record of driving in country strategy and teams to achieve quality service and high performing culture
- Good knowle

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