Role Title: Head of Country Contact Centre or Head of Channel Distribution

GHRS Job Code:

3 or 2

Business/Function

& Location:

(Country/Department)

 CONTACT CENTRE :SERVICE & SALES

Role Purpose (overall high level summary of the role)

To lead an RBWM operational contact centre site  in all elements which will establish a robust operational, financial and risk management infrastructure enable low cost, high quality service for HSBC customers that delivers to the customer’s and business expectations.  

The job holder will recruit, develop and lead a management team (for the site and a HSBC segment(s)) at various levels in setting the culture / creating the environment in  which to achieve maximum operational efficiency, effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.

The Job holder is accountable for the key performance indicators (service, sales and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies and managing the annual operating plan for the contact centre.  

Where applicable, understands and ensure contact centre teams adhere to local regulatory requirements.

Principal Accountabilities:  Key activities and decision making areas

Typical Targets and Measures

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 process improvement
• Ensure that operations meet all performance targets 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 AOP actuals vs budget across a variety of cost lines with feedback to service management where applicable

• By monitoring and analyzing MI, leading the direction of the recruitment, retention and development of staff
• Delivering the sales and service plan for the site
• Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case
• Lead the management of  ensuring adherence to the operational resource plans in place, and the management of budgets
• Active engagement in group and CoE/utility forums.
• Sets the local strategy in alignment to global objectives and programmes
• Support the design and lead the implementation of business and local change activity
• IVR, PIB, BIB increases
• Accurate AOP tracking and feedback to service management

Customers / Stakeholders

• Lead a contact centre site that delivers outstanding customer service and sales propositions.  Wins new and lasting customer relationships
• Develops actionable plans that are aligned with HSBC’s business strategies works with the functional and global utilities to drive change in order to differentiate HSBC and its brand from competitors. 
• Creates a vision for the contact centres which ensures future growth and sustainability in alignment with group objectives
• Is the voice of the Contact Centres at key country/ region committee meetings
• Initiates and rewards activities focused on delivering outstanding customer service and/ or improving customer advocacy

• All team members have objectives aligned to outstanding customer service and strive to achieve exceptional customer loyalty and satisfaction
• Responding to developments in the recruitment market, actively position and differentiate HBSC, its products, services, and brand from competitors.
• Actively promotes participation in community (Corporate Social Responsibility) activities and raises awareness of HSBC’s global community initiatives
• Meets with third party providers (where appropriate)
• Customer Satisfaction survey targets achieved on site/ segment level

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

• Build and maintain good working relationships with Group business and operational units
• Ensure that training plans are developed and implemented
• By managing, setting objectives, developing and motivating the management team and ensuring people management techniques are effectively employed for all staff.
• Implementation of succession plan and the identification of high performers
• Develops direct reports through coaching and timely feedback
• Ensures Performance Management is consistently implemented, including Personal Development Plan’s (PDP) and recognition initiatives
• Monitoring and evaluation of contact centre incentive schemes and the success rate of Agents
• Achievement of site scorecard and GPS measures

.

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.

• Leads the implementation of the Group compliance policy locally with the relevant Compliance Officer
• 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
• Completion of  internal audit file checks and competency checks within established timelines
• Ensure timely completion of local audit checks (i.e. MCF) and defined coaching scheme reviews

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• Balancing the needs of all stakeholders fairly and equitably.
• The nature of the role requires the adherence to highly effective resource management techniques to ensure optimal operational efficiency across a wide variety of processes.
• Staff retention will be a significant challenge due to the increasingly competitive nature of the Contact Centre related services market and the flat management structures.  It is essential that the management team is able to lead and motivate staff with widely differing aspirations working in a high-pressure, productivity-based environment where deadlines are critical.  Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. Effective people management skills are essential to run this operation.
• Effective operational risk management and contingency planning will be crucial in developing a climate of trust and confidence

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.

The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.  

Knowledge & Experience / Qualifications (For the role – not the role holder.  Minimum requirements of the role.)

  A. Secondary School               B. University  (BA) or (BSc)        C. Post Graduate (Masters)

  A. Two years or less                B. Two to five years               C. Five to ten years                D. Over ten years

• 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
• Operational Risk Management experience
• 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