Senior Channel Experience and Optimisation Manager - PhoneBanking

Job level Senior
Location Hong Kong
Employment type
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 11/01/2017
ref. 00008MSJ

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. 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 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 Senior Channel Experience and Optimisation Manager.

In this role, you will

  • Drive up customer satisfaction and reduce customer dissatisfaction by challenging service attributes, processes, policies and strategies
  • Ensure effective Channel Experience processes and associated customer experience through service interventions without compromising customer service
  • Review detailed analysis, customer surveys and determine root causes of any dissatisfaction in order to implement appropriate recommendations
  • Drive effective planning and management of contact centre resources and support functions to align with Group standards service level
  • Ensure accuracy of workforce management and relevance to frontline and central team demands for real time optimization
  • Oversee planning and service management process and propose improvements or efficiencies as required
  • Plan and execute continuous improvement ideas for effective streamlining and resource optimization
  • Engage with stakeholders to identify and communicate service performance, potential risks and mitigation
  • Build strong relationships with stakeholders, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict

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

  • University degree in a relevant banking related discipline an advantage
  • Excellent understanding of contact centre dynamics, including operation, procedures, processes and systems used, customer services and regulatory requirements
  • Good understanding of methodologies for enhancing customer satisfaction at the contacts of multi touch points
  • Good project and process improvement skills and experience
  • Strong in presentation, interpersonal and negotiating skills
  • Ability to work effectively with remote offshore teams from different locations or countries
  • Proven judgment skills in identifying and resolving problems
  • Ability to motivate and lead people, employing appropriate management styles
  • Sound communication skills in written and spoken English and Cantonese, with fluency in Mandarin is an advantage
  • A change engine and always carry a positive attitude and ability to work with different levels of people
  • Intermediate level proficiency in Microsoft Word, Excel and PowerPoint

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

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