Job Description

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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 calibre professional to join our team as an AVP, Contact Centre - Sales and Retention.

Principal Responsibilities

• Leads and motivate to deliver high quality performance according to business KPIs
• Advocate of team to enhance customer experience and strive to deepen customer relationships with HSBC by anticipating customers' needs and demonstrate genuine care
• Review customer contacts through various interaction channels such as call logs and emails. Use the results from call evaluations, focused coaching and enhance team members' performance
• Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards
• Supports with training and development plans for team members to facilitate growth
• Supports learning culture that encourages individual to embark on continuous learning journeys
• Actively identify, propose, and implement improvements related to processes, systems, and people engagement, in order to improve customer experience and/or Contact Centre productivity and efficiency outcomes
• Protects Bank through vigilance against fraud, knowing your customer, adhering to regulations/policies and minimising operational risk
• Handles and manages escalated customer issues, creating positive Moments of Truths to build long term relationship with the customers
• Engage stakeholders occasionally, participates in execution of strategies and plans
• Thrive in dynamic work environment as we plan and adapt to changes according to stakeholder strategies

Requirements

Requirements

• University graduate with a degree in business, finance or a related discipline, preferably with some sales and service experience in banking. Diploma holders with direct experience are welcome to apply
• Sound banking operation and compliance knowledge
• Details conscious with good analytical reasoning
• Strong interpersonal and leadership qualities
• Fundamental commercial products knowledge is an advantage
• To be considered for this role, the relevant rights to work in Singapore is required

To be considered for this role, the relevant rights to work in Singapore is required.

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.