杭州招聘

职位描述：
Some Careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology
 
HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.
 
Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

-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.
-Understand key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving customer needs identification, 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 requirements are met.
-Plan and prioritise work appropriately e.g. considering importance, urgency, customer and business impact
-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.
-Implements agreed action plans from Customer Service feedback
-Provides feedback and proposals to Senior Managers on contact centre performance and progress
-Conducts second level new hire interviews as required
-Manage and resolve escalated customer concerns and use appropriate business judgement making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business.
-Champion and embrace change and innovation within the teams
-Full accountability for the leadership, coaching, objective setting, performance and absence management of up to 8 Team Managers (1 or 2) ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
-Through pro-active coaching, feedback and other development interventions help build your Team Managers (1 and 2)’s capabilities, ensuring talent is recognized and underperformance is managed appropriately
-Conduct value-adding monthly 1:1’s, mid-year and year-end performance reviews, meeting all GPM requirements
-Adhere to and accountability for relevant procedures under defined coaching scheme
-Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance. (including stage 2 gross misconduct and disciplinary procedures)
-Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
-Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
-Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams
-Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service
-Demonstrates professionalism and confidence
-Provide cover for other department managers as required
-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.

Qualifications
 
-Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
-At least 5 years of relevant Management experience in financial services and/or call centre operations is desired but not necessary dependent upon prevailing market
-Experience in financial products, high volume processing center 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
-Excellent interpersonal, oral and written communication skills required.
-Proven strong 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 inspire them to achieve
-Thorough understanding of the contact center 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 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 with a passion for developing a culture of empowerment
-Maintain document control and data integrity
-A passion for delivering the operational balanced scorecard through engaged , empowered , well trained people
-Proficient in English and local language.

You’ll achieve more at 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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China*** 举报 分享

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