VP, Contact Centre - Sales and Retention - Wealth & Personal Banking

Singapore, Singapore
24 Nov 2022
01 Dec 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Job description

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 calibre professional to join our team as a VP, Contact Centre - Sales and Retention.

Principal Responsibilities

The role of the Department Manager (Telesales) is to coach, motivate and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC local and international customers (whilst ensuring the cost effectiveness of the operation).

The role holder will:
  • Recruit, develop and lead a team to handle complex and speciality contacts and products of the unsecured products portfolio, products include: Cards, Balance transfer, Personal Line of Credit, Personal loans, Debt Consolidation Plan and referrals
  • Develop a high performing telemarketing team with consistent results in sales performance:
    • Managing the sales activities of an outbound telemarketing team for the unsecured products portfolio
    • Maximize leads/ sales ratio as a contributing factor in improving productivity
    • Coaching and mentoring outbound agents in improving their skills-set measured by successful sales and overall call quality as measured by service level indicators. Assertively addressing performance shortfalls
    • Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (scorecard)
    • Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met
    • Ensure fair outcomes for customers are delivered in all situations
    • Oversee an off-shore Inbound Team to deliver sales targets whilst maintaining service levels.
    • Constantly review and revamp sales processes and seek alternatives to increase efficiency and/or reduce operational costs

  • Experience in managing a team through coaching, mentoring, developing and motivating others
  • 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
  • Proficiency with personal computers and 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
  • Problem solving and Decision making skills including a desire to do things better, to identify and set and strive for stretching goals
To be considered for this role, the relevant rights to work in Singapore is required.

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.
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