Senior Contact Centre Department Manager - HSBC Electronic Data Service Delivery

HSBC - Cairo

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Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
Arabic, English
1 open position
About the Job

Role Purpose

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.

Impact on the Business

· Take accountability for the performance of highly complexcontact 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 prioritise work appropriately e.g. considering importance, urgency, customer and business impact

· Contact centre and individual teams achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, AHT, ASA, operational risk etc.)

· Effectiveness of monitoring and analyzing MI, which leads to sound decision making around recruitment, retention and development of staff

· Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case

· Adhere to the service metrics whist building a high performing team

· Achieve all productivity targets

Customers / Stakeholders

· Lead complex and senior contact centre teams who deliver outstanding customer service and sales propositions. Wins new and lasting customer relationships

· 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

· Effective and timely coaching and development of Team/Department Managers through 1:1’s and performance reviews

· Actively promotes participation in community (Corporate Social Responsibility) activities and raises awareness of HSBC’s global community initiatives.


Job Requirements
  • All applicants must have successfully completed their probation period.
  • All applicants must have a minimum performance rating of ‘Good’ and behavioral rating of ‘Strong’ in the last two appraisals.
  • All L6 and L5 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
  • Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
  • At least 5 years of relevant Management experience in financial services and/or call centre operations is required
  • Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
  • Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
  • Excellent interpersonal, oral and written communication skills required.
  • Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
  • A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
  • Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
  • Problem solving and Decision making skills – PSDM with an ability to respond quickly and communicate effective remedial plans if need be.
  • Experience of coaching, mentoring, developing direct reports and peers effectively using motivation skills
  • Computer literacy (word processing, spreadsheets and database applications)
  • Experience in preparing and delivering presentations to employees at all levels
  • Must be well organized, demonstrate initiative, and able to manage multiple projects.
  • Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment
  • Maintain document control and data integrity
  • A passion for delivering the operational balanced scorecard through engaged , empowered , well trained people
About this Company

HSBC is one of the world’s largest banking and financial services organisations. We serve more than 39 million customers through four global businesses: Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets, and Global Private Banking. Our... (More)

Industry: Banking
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