岗位职责:

-To lead a WPB operational contact centre site in all elements which will establish a robust operational, financial and risk management infrastructure enable low cost, high quality service for HSBC customers that delivers to the customer’s and business expectations.
-The job holder will recruit, develop and lead a management team (for the site and a HSBC segment(s)) at various levels in setting the culture / creating the environment in which to achieve maximum operational efficiency, effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.
-The Job holder is accountable for the key performance indicators (service, sales and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies,business directions and managing the annual operating plan for the contact centre.
-Where applicable, understands and ensure contact centre teams adhere to local regulatory requirements.

-Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions.
-At least 10 years of relevant Management experience in financial services and/or contact centre operations is desirable.
-Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering.
-Operational Risk Management experience.
-Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence Customer Experience Focus and people focus.
-A passion for delivering the overall operational balanced scorecard through engaged, empowered and well trained colleagues.
-Excellent interpersonal, oral and written communication skills required.
-Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
-A high level of EQ coupled with the ability to set clear stretching goals for others and aspire them to achieve.
-Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
-Problem solving and Decision making skills – PSDM with the ability to repond quickly and comminicate effective remedial plans if necessary.
-Experience of coaching, mentoring, developing others and motivation skills.
-Computer literacy (word processing, spreadsheets and database applications).
-Must be well organized, demonstrate initiative, and able to manage multiple projects.
-Ability to adapt in a dynamic and fast-paced environment.
-Maintain document control and data integrity.
-Operational thinker with the ability to link local initiatives to global objectives and to work within a matrixed organization.