Site Resource Team Gsc's

**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.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of **SITE RESOURCE TEAM**.**

**The Opportunity**:
The role of the WFM Resourcing Officer is to manage all site off phone activities within the requirements agreed with Workforce Management, to ensure all systems are accurate and kept up-to-date, to provide support and guidance on all aspects of service to the site, to analyse MI and produce effective reports for site management.

The role holder will have responsibility for items
- Resource/Planning of all off-phone activity (i.e Coaching, Training, Holidays) ensuring that all data is input accurately and in a timely manner.
- Managing additional overtime requirements to meet service requirements.
- Accurate completion of all paperwork relating to changes in contracted hours, salary and staff details.
- Maintain and produce information from databases to provide accurate and timely reporting statistics.
- Demonstrate support of change and innovation to improve employee engagement and efficiency.
- Ensure the provision of the highest standards of customer driven service (internal and external as appropriate).
- Proactively broaden and deepen relationships across all areas within the site in order to raise awareness and the profile of the resource function. Proactively broaden and deepen relationships across UKCC and the wider bank in order to proactively undertake all duties.
- Provide accurate and timely information which contributes to the site achieving it’s accounted for resource targets

**What you’ll do**:
**Impact on the Business**
- Assisting in the planning of contact centre resources and support functions.
- Assisting with the management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model).
- Management of the Aspect GWFM and Genesys WFM systems, ensuring accuracy and relevance to front line and central team demands.
- Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs
- Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.
- Provides support to Site Head for special projects and analysis as required
- Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met.
- Plan and prioritize work appropriately e.g. considering importance, urgency, customer and business impact
- Number of solutions and opportunities identified to improve processes which end up saving valuable time, money or resources.
- Effective and timely delivery of project and transformation tasks
- Training effectiveness surveys via meet and greet sessions
- Achievement of site objectives
- Report accuracy
- Achieve productivity targets

**Customers / Stakeholders**
- Assisting in the planning of contact centre resources and support functions.
- Assisting with the management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model).
- Management of the Aspect GWFM and Genesys WFM systems, ensuring accuracy and relevance to front line and central team demands.
- Evidence of consistent global approach to BPtW activities
- Delivers internal and external reports in a timely manner.
- Conducts needs analysis at least once half-yearly and recommends improvements and strategies to serve employee, training and management needs.
- Stakeholder feedback
- Clear communication on all operational requirements and changes to teams to ensure effective implementation
- Effective management of gross misconduct disciplinaries

**Leadership & Teamwork**
- Individuals are responsible for their own effectiveness, development and results where matrix management and understanding of Group strategy is expected.
- Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
- Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
- Evidence of good working relationships with all stakeholders and operational units to ensure that operations deliver a hi