Job offer: Manager Operations – GLCM, GSC

Hiring Organization

HSBC

Post Name

Manager Operations – GLCM, GSC

Qualification

Bachelor's degree in education is a plus

Industry

Private

Employment Type

Full Time

Work Hours

8 Hours

Salary

EGP 4000 To EGP 7500 Per Month

Location

Cairo, Egypt

Job Description

The health and safety of our employees and candidates are very important to us. Due to the current situation related to the Novel Coronavirus, we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.

As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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. HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfill their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager Operations - GLCM HSBC Technology and Services HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification, and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing the operational, location, and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department GLCM Digital Operations supports 50+ countries on e-Channels such as HSBCnet, and Connect off six locations (Bangalore, Taikoo Hui, Krakow, Mexico City, Kuala Lumpur, and Cairo). Functional and operational support provided to the business covers end to end journey of the customers’ digital experience and is of varied complexity covering Contact Centers, General Processing, and Project-Based Teams such as testing, implementation, etc.

The GBB Client Servicing Helpdesk in GSC Bangalore provides general knowledge, technical and consultancy support on generic product-related queries to Business Banking customers (turnover below US$6.5m) from Canada, the USA, and India at first. The scope for the team will expand to more markets.

The Opportunity:

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 & operational targets)

Understand Business Intelligence data and be able to translate it into individual team performance plans

Plan and prioritize work appropriately considering the importance, urgency, customer, and business impact

What you’ll do:

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's values, reputation, and the business

Demonstrate high quality in resolving customer queries through multiple channels: Live chat, calls & email

Champion and embrace change and innovation within the team

Demonstrate ownership and common sense with all that you do, sharing best practices 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 12 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

Support individuals through the welcome & on-boarding stage of the induction program; 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.

Requirements

What you will need to succeed in the role: 

Graduation in any discipline; High voice and Written skills

Proficiency with personal computers and basic software packages and specialized applications

Have a positive, can-do attitude with a desire to get things right the first time every time, and works around limitations

People Management experience is a must.

Experience in coaching, mentoring, developing other’s motor skills, and developing a culture of empowerment

Strong Customer Orientation and passion for delivering superior customer service

Fluency in spoken/written English is a must. Strong decision-making, negotiation, and consultative skills

Good analytical skills, together with the ability to support decisions with sound reasoning

Problem-solving skills with the ability to work independently and to the highest level of accuracy and accountability

Strong leadership skills evidenced by the achievement of objectives together with a track record of the development of Individuals with strong organization and planning skills along with the ability to handle Capacities and MI reporting.

Ability to build and maintain relations with business units and continuously give feedback by stringent follow-up on service level agreements

What additional skills will be good to have? 

Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders

Strong Team players with an ability to drive and motivate themself and others

To maintain HSBC’s internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulatory.