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Contact Centre Academy Manager - Contact Centre Business
September 12, 2019
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.
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 Contact Centre Academy Manager.
Identify improvements to the people experience within the people strategy and leverage best practice
Responsible for the end to end new hire experience and onboarding process
Take accountability for the performance of the Training & Academy Team and all that they do including compliance, quality and sales performance, contributing to the successful delivery of best in class standards whilst remaining within key operational performance parameters such as sales and operational targets
Understand Business Intelligence data and be able to translate into individual team performance plans matching key development priorities
Plan and prioritise work appropriately for the team e.g. considering importance, urgency, customer and business impact
Lead the team to take accountability and place emphasis on building on the learning gained from induction and maximizing the speed to competence of all new recruits and monitoring progress
Provides support to Senior People Experience & Planning Manager for special projects and analysis as required
Experience of coaching, mentoring, developing others and motivation skills
Consolidated experience of the different business segments in HSBC
Ability to train and facilitate
Awareness and proficiency in all products and propositions
Must be proficient in the languages required by the process
Open to working flexible schedules
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Ability to work in a high volume, fast paced environment is required
Proficiency with bank systems, basic software packages and specialised applications
Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
Can use their own initiative with the ability to focus on the important details to deliver a high quality professional service
Excellent communication skills
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. #LI-MH1
Internal Number: 6503269
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