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Business Descriptor:
We are currently seeking an experienced professional to join the Contact Centre team in RBWM.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage theirfinances and protect and build their financial futures.

It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

Principal Responsibilities

Assigning specific and measurable goals for Contact Center which are in line to meet Annual Operating plan.

Develop effective sales management tools to achieve the desired productivity per FTE across processes/campaigns.


Ensure close business taking throughout the lifecycle of application processing.


Liaising with the CVM team to share the VOC and competition offering in order to develop new products/offers.

Coordinating with HSBC MKTG Analytics, MTKG team to ensure timely allocation and adequate effective database availability.


Ensure that the complaints are resolved in a timely manner and ensure that the learnings used for process improvement.


Manage attrition level and achieve stability and productivity across processes

Accessing driving training and Developmental needs for self and for team.

Sales Planning and Resource management for all processes to maximize the response Rate and Campaign Productivity.

Maintain Team Morale by driving team to meet more customer needs with right values and behavior.

Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

Planning and implementation of Consistent Sales models with emphasis on maximizing the efficiency, productivity and reducing cost.

Maintain consistent sales quality and pleasant customer communication.

Maintain approval rates