Quality Service Manager

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 Quality Service Manager.

Principal responsibilities

• Take accountability for the performance of contact centre teams and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters.
• Lead contact centre teams who deliver outstanding customer service and sales propositions.  Wins new and lasting customer relationships
• Develops 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. 
• Provides feedback and proposals to Senior Managers on contact centre performance and progress
• Manage and resolve escalated customer concerns and use appropriate business judgement 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 and embrace change and innovation
• Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance.
• Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.

Requirements

• 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 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 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
• Proficient in English and local language

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.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.