杭州招聘

Assistant Financial Services Manager (Contact Center) (HAC)

Job Duties:
-Accountable for the performance of your team 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 Business Intelligence data and be able to translate into individual team performance plans;
-Plan and prioritise work appropriately considering importance, urgency, customer and business;
-Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business;
-Act as a secondary level of complaint as required when calls required;
-Champion and embrace change and innovation within the team;
-Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers;
-Adhere to local regulations and programs around ‘Treating Customers Fairly’;
-Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with performance management;
-Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels;
-Understand and translate the immediate business/function strategy into your team and align direction accordingly
-Drive and coach performance improvement of your team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions;
-Embed a best place to work environment for all of your team;
-Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team;
-Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them

The Person:
-Must be proficient in the language(s) required by the process;
-Open to working flexible shifting 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;
-Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order;
-Ability to work in a high-volume, fast paced environment is required;
-Proficiency with personal computers and 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,
-Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals;
-Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment

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