Planning Manager, 12 Months Contract - PhoneBanking

Job level Middle
Education Bachelor Degree
Location Hong Kong
Employment type Contract
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Sales / Business Development / Customer Service > Others
Banking / Finance > Others
Published On 02/12/2016
ref. 00008CYD

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touch points including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Planning Manager, 12 Months Contract.

In this role, you will

  • 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
  • Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.
  • Act as the point of contact for external and internal contact centre required relationships
  • Provide support on people experience matters to site leadership to ensure people experience and engagement is maximized.
  • Takes ownership of delivery of business specific process requirements.
  • Management of third parties on site, such as site security, restaurant facilities
  • Maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required

To be successful in this role, you should meet the following requirements

  • Degree holder with relevant experience in a customer contact operational business or related management experience with proven and progressive customer service experience or equivalent
  • Proficient in English with excellent interpersonal, oral and written communication skills required.
  • Proven leadership, motivational, analytical, planning communications, organizational, problem solving, managerial, project management and customer service skills.
  • Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
  • Ability to work in a dynamic, high volume environment
  • Problem solving and Decision making skills required
  • Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues
  • Open to working flexible shifting schedules

For further details and application information please visit our career site, search under reference number 00008CYD

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited