北京招聘

岗位职责:

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.

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.

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

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.

任职资格:

- 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.

汇丰环球营运中心 - 中国

汇丰集团
汇丰控股有限公司是汇丰集团的母公司，总部设于伦敦。集团业务遍布欧洲、亚洲、北美洲和拉丁美洲，以及中东和北非65个国家及地区，为全球客户服务。于2019年6月30日，汇丰的资产达27,510亿美元，是全球规模***的银行和金融服务机构之一。
香港上海汇丰银行有限公司是汇丰集团的创始成员，透过旗下四大环球业务，包括零售银行及财富管理、工商金融、环球银行及资本市场，以及环球私人银行，为全球客户服务。

汇丰环球营运中心中国
汇丰环球营运中心中国成立于1996年，是汇丰集团在全球设立的***环球营运中心，总体规模名列汇丰21个环球营运中心的全球第二位。
汇丰环球营运中心中国在广州和佛山拥有三个环球营运中心，分别位于广州汇丰大厦、广州太古汇办公大楼以及位于广东省金融高新区的汇丰银行大厦，由汇丰环球客户服务(广东)有限公司统一管理，共同为汇丰集团世界各地的分支机构提供营运支援服务。
汇丰环球客户服务(广东)有限公司为汇丰集团在中国香港、英国、美国、加拿大、日本、中国大陆、新加坡和中国澳门的分支机构提供多种语言的优质服务，包括广东话、普通话、英语、日语、韩语和泰语。
我们非常重视日常工作的质量，例如为客户处理各种申请以及付款交易，这将为客户带来不一样的体验，并最终帮助业务增长。我们正在改革提供服务的方式，以反映客户期望的理财途径，即电子化程度更高、能即时实现以及移动设备优先。我们拥有一支年轻、多元化且充满抱负的员工队伍，因此我们努力提供良好的工作环境，务求让人人都产生归属感并能发挥自身潜力。
由于业务发展迅速，自22年前公司创立以来，员工人数也从最初60名员工的团队发展成今天超过11,000名金融服务人员的专业团队，为汇丰集团世界各地的分支机构提供如下服务：

1.数据分析
2.综合银行部
3.银行卡及无抵押贷款服务
4.催收
5.合规及合法服务
6.客户中心 –销售与服务
7.客户尽职调查
8.工商客户信用服务
9.信贷分析部
10.环球银行及资本市场营运服务
11.印务及电子出版
12.汇丰证券服务部
13.人力资源营运
14.保险服务
15.按揭服务
16.付款及汇丰财资网服
17.私人银行财富解决方案
18.零售信贷服务
19.担保和欺诈风险
20.供应服务
21.贸易及供应链服务
22.财富管理运营