Customer experience department manager - contact centre - global capability network

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.

Why join us?

The process currently involves managing CRL team in MENAT regions (UAE, Qatar and Bahrain).

The Opportunity:

The role of the Customer Advocate is to use their ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth. You will resolve complex complaints, and work in collaboration with other business areas to meet the best resolution and enhancing processes for our customers and the bank.

What you’ll do:

• Managing CRL team
• Leading the team members and working with them to achieve their goals
• Taking accountability for complaint resolution at the first point of contact as far as possible.
• Using your judgment to consider complaints objectively on behalf of the bank and the customer to decide a fair outcome and mitigate risk
• Resolve issues within SLAs and in accordance with HSBC complaints handling procedures
• Keeping it simple for the customer, by solving their problems through influencing, owning the issue and navigating our organization to ensure successful resolution
• Taking ownership of the customer’s situation, building confidence and trust
• Delivering Superior Customer Service at all times, creating long term and innovative solutions
• Communicate directly with the business partners across the four regions
• Attending business calls and taking decisions in implementing new processes for better customer experience.
• Conducting the monthly reports and MIs
• Handling operational loss cases, sharing case studies and EBIs to avoid recurrence.
• Escalation matrix should be followed at all times and to keep a daily track on the traffic light report.

What you will need to succeed in the role:

• GSC Contact center experience
• Opens for GCB 6 and 7
• Team Manager experience at least for one year
• Sound understanding of quality metrics deployed in Customer Care team
• Ability to work under pressure
• Excellent written and verbal communication skills.
• Good prioritizing, planning and organizing skills.
• Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre and Customer Care Team perspective.
• Adaptable and flexible to change.
• Domain Knowledge required.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.