Pd team manager

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), 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 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?

To acquire, establish and grow Premier customer relationships and to fulfil their financial needs. To have meaningful interactions with Premier customers and RMs to allocate tasks on a daily basis to the team consisting of Relationship Managers, handling escalations from Business Area, resolving queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.

The Opportunity:

Lead a Premier Direct team focused on strengthening customer relationships and meeting customers’ financial needs. You’ll oversee task allocation, capacity planning, workflow, escalations, service quality, and operational performance, while supporting continuous improvement, staff development, risk management, compliance, and customer experience.

What you’ll do:

• Lead the team to achieve productivity, quality, and service targets.
• Plan capacity, allocate work and manage workflow to meet agreed service levels.
• Monitor performance, management information, and operational priorities.
• Resolve customer escalations effectively and sensitively.
• Drive quality, service excellence, and continuous improvement.
• Coach and develop colleagues through training, cross-skilling, and performance management.
• Manage operational risks, potential losses, and fraud indicators.
• Ensure compliance with policies, procedures, audit requirements, and control standards.
• Build strong relationships with business areas and share best practice.
• Support business continuity and contingency planning.
• Deputies for the manager when required.

What you will need to succeed in the role:

• Current GCB 6 or GCB 5 colleagues may apply.
• Leadership experience with the ability to motivate and develop others.
• Strong analytical, planning, decision-making and problem-solving skills.
• Experience in contact center operations, performance or quality management, or high-volume processing.
• Knowledge of financial products, customer experience, operational risk, and service excellence.
• Excellent English and local-language communication skills.
• Strong computer literacy, including word-processing, spreadsheets, and databases.
• Ability to manage competing priorities in a fast-paced environment.
• A passion for developing engaged, empowered, and high-performing teams.

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.