杭州招聘

Assistant Manager, Global Support Utility (GSU) - 客户服务中心副经理（质量与资源管理拓展部 GSU）

Job Duties:
-Identify inefficient/incorrect procedures or processes and rectify these to ensure optimisation of all key performance indicators is achieved;
-Make recommendations to improve/streamline current change practices to improve the customer experience, team productivity, and/or reduce costs;
-Provide BAU support to the Head of the Operations at the GSC;
-Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict;
-Maintain contact with stakeholders to identify and communicate business performance, status and potential risks;
-Drive a high performance culture through strong leadership and effective people management;
-Assign responsibilities to direct reports providing them with the direction and confidence to deliver results;
-Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions;
-Ensure change control processes are effective and propose improvements/efficiencies as required;
-Compliance with external regulatory requirements, internal control standards and group compliance policy;
-Timely implementation recommendations made by internal/external auditors and external regulators.

Requirements:
-Excellent understandings of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements;
-Excellent understanding of documentation writing and change methodologies;
-Proven planning and prioritisation skills;
-Proven documentation writing and change management experience;
-Proven judgmental skills to identify and resolve problems;
-Proven experience delivering change using appropriate systems, tools, communication, delegation and planning skills;
-Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages;
-Navigating – understanding and translating Contact Centre strategy into own team and aligning directions accordingly;
-Aspiring – being ambitious about providing the highest standards of delivery and embedding them in the team;
-Driving – setting stretching goals for self and team and delivering them with courage and tenacity;
-Mobilising – authentically engaging with team, colleagues and business partners to deliver at pace;
-Sustaining – making considered decisions that protect and enhance HSBC values, reputation and business;
-The role holder may be required to be proficient in multiple languages e.g. the local language and the language of some or all of the other countries they are supporting

公司邮箱 recruitmenthdpg@hsbc.com.cn

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