Contact Centre Sales and Partnerships Manager - PhoneBanking

Job level Middle
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Banking / Finance > Others
Sales / Business Development / Customer Service > Sales Management
Published On 05/10/2016
ref. 000083WA
  • 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.

HSBC PhoneBanking plays a central role in maintaining our reputation as a leader in banking. The division 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 both inbound and outbound calling activities. The value of our PhoneBanking operations 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 Contact Centre Sales and Partnerships Manager.

In this role, you will

  • Validation of the sales performance plan assigned to the contact centre channel
  • Distribution of the sales performance plan across the Contact Centre including the setting of performance expectation at all levels across Contact Centre sites
  • Reviewing ongoing sales performance and sales operation process, providing and implementing recommendations for improvements
  • Ensuring standardisation of sales operating model on an ongoing basis
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
  • Drive a high sales performance culture through strong leadership and effective people management
  • Ensure performance management processes are effective and propose improvements or efficiencies as required
  • Adherence to external regulatory requirements, internal control standards and group compliance policy
  • Timely implementation recommendations made by internal or external auditors and external regulators

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

  • Bachelor Degree Qualification, majoring in banking is preferred
  • Good understanding of call centre dynamics e.g. processes and systems used, products, performance and reward structures, customer services metrics, agent skills and training, regulatory requirements
  • Good performance management skills and experience preferably within a contact centre environment
  • Good effective communication, interpersonal and negotiating skills
  • Good decision making and problem solving ability
  • Strong judgmental skills to identify and resolve problems
  • Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles

For further details and application information please visit our career site, search under reference number 000083WA

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited