Team Manager Contact Centre Service & Sales

Job description

Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of a Team Manager Contact Centre Service & Sales include the following:

Responsible for leading, coaching, motivating and developing a team of 10-17 Contact Centre Service Associates and Operations Risk and Administration (ORA) Associates in an inbound and/or outbound high volume contact center environment servicing various HSBC products and propositions. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard).

Responsible for providing operational and administrative support and quality standards to the Retail Banking and Wealth Management (RBWM) business, ensuring risk elements are identified and mitigated. Overall nature of work is moderately complex and performs activities that are straightforward and similar in nature.

Responsible for providing timely quality resolution of customer service disputes that are received by phone, by mail or by email.

Principle Accountabilities:
· Fosters and develops a customer centric culture within their functional area, in line with Retail Banking and Wealth Management (RBWM) Strategy.
· Fully understands broad customer needs.
· Act as first level escalation for most complex customer inquiries.
· Models superior and courteous service to promote products and expand customer relationships.
· Develops and maintains an active community profile.
· Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel.
· Ensure work area is maintained in accordance with HSBC standards.
· 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'.
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
· Take full accountability for the Leadership, coaching, and absence management of a team of up to 17 Contact Centre Service Associates and Operations Risk and Administration (ORA) Associates 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 program 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
· Always demonstrate professionalism and confidence
· Maintain best place to bank principles through coaching and training
· Leads a team-based approach in anticipating and managing customer needs.
· Is visible and accessible, providing open access for employees and customers to build rapport, discuss issues, and resolve concerns.
· Builds the capabilities of the team to enhance their ability to achieve financial and operating strategy.
· Hires appropriately, leverages the talents of the team, identifies potential leaders from the team, and takes corrective action where necessary.
· Contributes and collaborates with colleagues to ensure the collective success of the Retail Banking and Wealth Management (RBWM) Wealth management strategy.
· Collaborates and co-operates with colleagues across HSBC to share best practice and ensure alignment of strategy within Retail Banking and Wealth Management (RBWM).
· Provide a consistent customer experience across distribution channels, share learning's and ensure resources are appropriately deployed to deliver a sustainable cost platform.
· Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives.
· Participates in business development programs to enhance product knowledge and cross selling skills.
· Actively refers customers to other areas of HSBC where appropriate.
· Cultivate an environment that supports diversity and reflects the HSBC values and brand.
· Demonstrate Group capabilities.
· Complete other responsibilities, as assigned.
· Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Initiate actions to focus on improving productivity, quality and communication within Disputes, operational, risk and administrative activities.
· Complete other responsibilities, as assigned.
· Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for Retail Banking and Wealth Management (RBWM) Centers
· Maintains HSBC internal control standards
· Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
· Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  University / College degree or combination of equivalent education and experience in banking or related industry.
·  3 - 5 years of related work experience in sales / customer related roles.
·  Mutual Fund Licensing. Requires completion of:
·  Investment Funds in Canada Course; Canadian Investment Funds Course; or Canadian Securities Course; and
·  Mutual Fund Skills Builders Course
·  Completion of HSBC Way of Selling.
·  Completion of HSBC Premier Academy.
·  Personal Financial Planning Designation (PFP); For Quebec only, ICB certificate of achievement – Advanced Personal Finance.
·  Diplomatic problem solving skills to resolve issues within own functional area.
·  Advanced communication and customer service skills.
·  Excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
·  Excellent knowledge of HSBC's products / services and competitive environment.
·  Complete knowledge of HSBC's policies, practices, and procedures within own area.
·  Experience assisting with the performance management of direct reports through a performance management process.
·  Demonstrable experience leading others.
·  Aware of and understands how own area of the business performs (is profitable, conserves costs, etc.).
·  Understanding of legislation and regulations as they apply to own area.
·  Ability to speak / understand a second language is an asset.
HSBC Proud

In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World's Best Bank by Euromoney Magazine in its annual Awards for Excellence.

Join HSBC, and benefit from the following:
·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity and impact: Build global relationships and be a part of international initiatives
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world's largest banking and financial services with assets of US $2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.