Retail Jobs in Kowloon City, Hong Kong S.A.R. (Now Hiring) — 12 open

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.

Retail Banking and Wealth (RBW) Hong Kong helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs.Retail Banking and Wealth has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of retail banking and wealth capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation. 

We are currently seeking a high-calibre professional to join our team as a Channel Management Manager

Principal Responsibilities

• Support the development and execution of contact centre strategy to deliver top-notch omni-channel experience and our NPS ambitions through active channel optimization and quality improvements
• Assist in building service improvement plans based on business needs and customer insights gathered from contact centre analytics, complaint/feedback root-cause analysis (RCA), and thematic studies of customer demand
• Work closely with RBW Customer Experience and our Contact Center teams to deliver our CX strategy and ensure all Contact Centre relevant CX metrics are met
• Manage strategic partnerships and business performance of key service propositions; support the implementation of business initiatives and develop action plans to manage customer pain points and complaints
• Assist in process re-engineering and continuous improvement initiatives to improve operational efficiency and create capacity for growth, balancing customer experience with effective resource management
• Support implementation of frontline operations and quality support plans that are aligned with Group standards and local regulatory, compliance, and risk requirements
• Build strong relationships and adopt a joint approach to sustain contact centre quality uplift at pace and with minimal conflict
• Maintain contact with stakeholders to identify and communicate business performance, status, and potential risks

Qualifications

• University degree in a relevant discipline is an advantage
• Understanding of contact centre dynamics, for example, procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
• Proficiency in contact centre applications, workforce applications, quality monitoring tools and applications, reporting tools and systems
• Proficiency in Excel and PowerPoint
• Proficiency in spoken and written Cantonese and English
• Proven skills to identify and resolve problems
• Proven experience of delivering quality monitoring solutions using appropriate systems and tools, communication, delegation and planning skills
• Ability to coordinate a wide variety of solutions, bring a breadth of experience to the business, seeing the wider implications at all stages
• Strong verbal, written and interpersonal communication and negotiation skills
• Excellent decision making and problem-solving ability
• Strong analytical skills with the ability to identify areas for continuous improvement
• Strong customer service orientation

You’ll achieve more at 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 and 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