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 organisations 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 fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Contact Centre Senior Department Manager - HIT-HASE INBOUND HIGH-SALES.

Principal responsibilities

Takes ownership of delivery of business specific process requirements.Creates a motivated, highly skilled team to enable operations to meet business objectives.Supports the site manager and as appropriate represents the contact centre in transformation projects.Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners. Local change support when introducing new interventions/procedures.Assist in driving the employee engagement to above best in class.Identify improvements to the people experience within the people strategy and leverage best practice. Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs.Ensures process training is completed in accordance with the training plans.Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.Responsible for the end to end new hire experience and onboarding process.Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support.Provide support on people experience matters to site leadership to ensure people experience and engagement is maximized.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.