CCSS Dept Manager - CCS-Credit Card Customer Svs - HSBC Technology and Services, GSD - NHC

Job description

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:

· Ensure sufficient staff and other operational resources are available to meet projected call volume and achieve stretch sales performance;
· Develop close and supportive relationship with business counterparts;
· Develop internal sales performance recognition program to drive for business success as well as staff development;
· Ensure a high level of customer service and sales performance;
· Develop subordinates towards establishing a staff succession plan;
· Develop staff's telesales skills and solicit telesales opportunities for the centre;
· Ensure operational procedures are in good order to facilitate efficient workflow. Ensure all customer service procedures are followed;
· Facilitate adherence to Group compliance and audit requirements;
· Maintain HSBC internal control standards.

Desired profile

·  Degree holder (BA) or (BS);
·  Two to five years related experience in a processing or call center environment;
·  Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting;
·  Evidence of strong sales driven analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams;
·  Strong communication and interpersonal skills;
·  Initiate cost control measures by achieving resource efficiency and managing overheads.

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***