Service Optimisation Manager - Philippines Contact Centre

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries.

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 Service Optimisation Manager - Philippines Contact Centre.

In this role, you will:

• Be accountable for supporting customer service journey and service improvements for the market, by leading on our activities with customer insight and performance
• Take responsibility for proactive identification of opportunities to improve service performance and customer satisfaction for the Philippine Contact Centre
• Lead and implement a range of initiatives and requirements based on robust analysis, insight and collaboration, benefitting both the customer and the business, whilst ensuring any changes adhere to local regulations
• Collaborate closely with the various specialist functions in order to leverage onshore and offshore support on local initiatives

To be successful in this role, you should meet the following requirements:

• Excellent understanding of Contact Centre dynamics e.g. processes and systems used, products sold, performance and reward structures, sales and customer services metrics, frontline skills and training, regulatory requirements
• Knowledge of key drivers of satisfaction / dissatisfaction within a retail banking environment
• Proven customer satisfaction skills 
• Effective communication, inter-personal and negotiating skills
• Excellent decision making and problem-solving ability

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.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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.

Issued by HSBC HDPP