People Planning Manager - Contact Centre Business

ref. 0000C81O

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. 

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 touchpoints 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 People Planning Manager. 

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 0000C81O 

You’ll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above. 

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