VP Contact Centre

<Job Summary>

International Wealth and Premier Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

People Responsibility: Y
Report To: SVP and Head of Contact Centre

Role Purpose:
- Coach, motivate, and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC IWPB local and international customers whilst ensuring the cost effective of the operation. Support operational delivery of the contact centre.
- Accountable for the level of service period to our customers though contact centre teams.
- Delivery by establishing a robust operational, financial and risk management infrastructure which will minimize cost and protect the HSBC brand reputation and deliverying scorecard measures.

Principle Accountability
- 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 (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 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 requirement are met.
- 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.
- Full accountability for the leadership, coaching, objective setting, performance and absence management to team managers ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
- Coordinate awareness, knowledge of Group compliance, Operational Risk and SOX, findings and resolutions of HSBC internal control audits for contact centre.

<Skills Requirements>  

• Bachelor Degree in Business or related field desired but not necessary
• Proven track record and expertise in relevant Management experience in financial services and/or contact centre operations is desired but not necessary dependent upon prevailing market
• Experience in financial products, high volume processing centre 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
• 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 certer 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 interpersonal, coaching, mentoring, developing others and motivation skills
• Well organized, demonstrate initiative, and able to manage multiple projects
• Ability to adapt in a dynamic and fast-paced enviorment with a passion for developing a culture of empowerment and inclusion
• Maintain document control and data integrity
• Proficient in English and Chinese and communication skills.

<License/Qualification Requirement>  
Prerequisites License requirement: Internal control and Financial Sense and Ethical.