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Contact Centre Academy Manager - Contact Centre Business

Job Title: Contact Centre Academy Manager - Contact Centre Business
Location: Hong Kong
Reference: CCDC4A1DA84138AB
Job Published: September 13, 2019 13:39

Job Description

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.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers' different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Contact Centre Academy Manager.

Principal responsibilities
  • Identify improvements to the people experience within the people strategy and leverage best practice
  • Responsible for the end to end new hire experience and onboarding process
  • Take accountability for the performance of the Training & Academy Team and all that they do including compliance, quality and sales performance, contributing to the successful delivery of best in class standards whilst remaining within key operational performance parameters such as sales and operational targets
  • Understand Business Intelligence data and be able to translate into individual team performance plans matching key development priorities
  • Plan and prioritise work appropriately for the team e.g. considering importance, urgency, customer and business impact
  • Lead the team to take accountability and place emphasis on building on the learning gained from induction and maximizing the speed to competence of all new recruits and monitoring progress
  • Provides support to Senior People Experience & Planning Manager for special projects and analysis as required

  • Experience of coaching, mentoring, developing others and motivation skills
  • Consolidated experience of the different business segments in HSBC
  • Ability to train and facilitate
  • Awareness and proficiency in all products and propositions
  • Must be proficient in the languages required by the process
  • Open to working flexible schedules
  • Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
  • Takes pride in delivering what is promised in line with the customer and service expectations
  • Ability to work in a high volume, fast paced environment is required
  • Proficiency with bank systems, basic software packages and specialised applications
  • Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
  • Can use their own initiative with the ability to focus on the important details to deliver a high quality professional service
  • Excellent communication skills
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.