HSBC

People Experience Training Administration Manager - Retail Banking and Wealth Management

HSBC
Full Time
Central
Non-specified
Junior (less than 3 years)
Non-specified
English

Job Description

People Experience Training Administration Manager - Retail Banking and Wealth Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

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.
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 their finances 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.
We are currently seeking a high caliber professional to join our team as People Experience Training Administration Manager.
Principal responsibilities
  • Represent contact centre on the global development and prioritisation of global learning solutions, undertaking review and full sign-off, excluding mandatory and regulatory
  • Accountable for creating and implementing strategic people experience initiatives across Contact Centres at a Global level, including Recruitment, Attrition, Sickness, Training, Engagement and Reward and Recognition
  • Support the creation and enhancement of a customer obsessed culture while balancing the needs of regulatory and compliance requirements
  • Accountable for creating and implementing strategic people experience initiatives across Contact Centres at a Global level, working closely with countries
  • Contribute to the reengineer of people processes and practices across Contact Centres to ensure consistent and effective standards
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
  • Maintain contact with contact centre staff, suppliers etc. to identify and communicate business performance, status and potential risks.
  • Support the delivery and sustainment of multiple strategic people programs across Contact Centres with an aim to improve staff engagement

Qualifications

Requirements
  • Expert understanding of call centre dynamics such as processes and systems used, customer service, process improvement methodology, agent skills and training, regulatory requirements
  • Excel and PowerPoint literate to an advanced level.
  • Strong external perspective on customer satisfaction trends and developments
  • Effective communication, interpersonal and negotiating skills
  • Excellent decision making and problem solving ability
  • Experience of improving processes or people satisfaction using appropriate systems, tools, communication, delegation and planning skills
  • Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages
  • Demonstrated understanding of contemporary contact centre practices
  • Proven track record of transforming contact centre culture and engagement initiatives that have led to improved staff engagement
  • Project Management experience  
You’ll achieve more when you join HSBC.
 
HSBC is 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. 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.

Professional Qualifications

  • Advanced Level

Technical Skills

  • Compliance
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Negotiation
  • Process Improvement
  • Project Management
  • Recruiting
  • Training
  • Wealth Management