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Sales Planning and Management Manager - Contact Centre Business

Job level Middle
Location
Within Hong Kong
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 31/10/2019
ref. 0000DQZ6
Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued. 

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 Sales Planning and Management Manager.
 
In this role, you will​
  • Directly responsible for the day to day management of revenue generating activities in Contact Centre Business for Hong Kong Retail Banking and Wealth Management business
  • Accountable for the agreement and distribution of the sales plan and targets, management of sales campaigns within the contact center, monitoring performance against plan and delivering enhancement to the sales process in order to optimize sales performance
  • Negotiation of sales targets with key stakeholders using data and analysis to facilitate production and maintenance of sales plans and targets across the contact centers
  • Monitoring and reporting of performance against plan, addressing any areas of concern and adjusting plans where necessary
  • Coordination of sales incentive campaigns
  • Ensure strong relationship are built with key stakeholders, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Develop and recommend changes and improvements to operation models, procedures, practices based on subject matter expertise and understanding of HSBC and market best practice.
  • Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
  • Contribute to the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management, operation excellence and regulatory compliance.
  • Demonstrate adherence to external regulatory requirements, internal control standards and group compliance policy and recommendation.
  • Occasional visit to offshore centres for business performance review 
To be successful in this role, you should meet the following requirements​ 
  • Bachelor Degree in Business or related field or equivalent experience
  • Relevant management experience in financial services and or call center operations preferred
  • Experience in driving sales ideally in a contact center setting and/or in the financial services industry
  • Excellent interpersonal, oral and written communication skills required.
  • Proven strong leadership, motivational, analytical, planning, communications, organizational, problem-solving, managerial, project management and customer service skills
  • Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships
  • Problem solving and decision making skills with an ability to respond quickly and communicate effective remedial plans if need be
  • Computer literacy, for example word processing, PowerPoint and spreadsheets
  • Experience in preparing and delivering presentations to employees at all levels
  • Must be well organized, demonstrate initiative, and able to manage multiple projects
  • Ability to adapt in a dynamic and fast paced environment with a passion of developing a culture of empowerment
  • Maintain document control and data integrity
  • A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people
  • Proficient in spoken and written English and Cantonese
  • Candidates with less experience will also be considered   
For further details and application information please visit our career site, search under reference number 0000DQZ6
 
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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