Site Head of Contact Centre, IWPB Insurance

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Site Head of Contact Centre, IWPB Insurance.

Principal responsibilities

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 customer centricity and process improvement
• Ensure that operations meet all performance expectations 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 FRP actuals vs budget across a variety of cost lines with feedback to service management where applicable

Customers / Stakeholders

• Lead a contact centre site that delivers outstanding customer service and sales propositions.  Wins new and lasting customer relationships
• Develop actionable plans that are aligned with HSBC’s business strategies and work with the functional and global utilities to drive change in order to differentiate HSBC and its brand from competitors.
• Collaborate with business stakeholders to deliver on Global Insurance strategic initiatives.
• Collaborate with business stakeholders and Global Insuance Operations to drive operational alignment, share insights & best practices.
• Establish Centre of Excellence / share capabilities driving high quality and cost-effective service delivery solutions.

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 collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC
• Create site specific OGSM including action plans re GPS/ engagement focus areas
• Undertake grievance and disciplinary appeal hearings as appropriate
• Identify opportunities and drive Global Insurance front-to-back capability model enhancement and operating model integration.
• Drive the change initiatives with an aim to drive opetaion efficiency and provide best-in-class customer experiences through the integration of Contact Centre, Policy Servicing and Insurance Underwriting teams based in GSC China.

Operational Effectiveness & Control 

• Knowledge of  Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Coordinates findings and resolutions of HSBC internal control audits
• Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
• Conducts audit the auditor duties within the contact centre as required
• Understand and ensure contact centre teams adhere to local regulatory requirements.

Requirements

• Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
• At least 10 years of relevant Management experience in financial services and/or contact centre operations is desirable
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
• Strong relationship management and program/ transformational change management skills
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence Customer Experience Focus and people focus.
• A passion for delivering the overall operational balanced scorecard through engaged, empowered and well trained colleagues
• Excellent interpersonal, oral and written communication skills required. 
• Proven 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 aspire them to achieve
• Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
• Problem solving and Decision making skills (PSDM) with the ability to repond quickly and comminicate effective remedial plans if necessary.
• Experience of coaching, mentoring, developing others and motivation skills
• Computer literacy (word processing, spreadsheets and database applications)
• Must be well organized, demonstrate initiative, and able to manage multiple projects.
• Ability to adapt in a dynamic and fast-paced environment
• Maintain document control and data integrity
• Operational thinker with the ability to link local initiatives to global objectives and to work within a matrixed organization

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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