CCSS Department Manager

Job Title: CCSS Department Manager

Purpose of the role  

The purpose of a Quality & Customer Experience Manager is to administer the Contact Centre Quality strategy and ensure adherence to the Global Quality Model while being a subject matter expert in both model adherence and content.

This includes undertaking design deployment, testing new elements and feeding back to Global Quality Services. They will also be responsible for Quality Analyst Certification and working collaboratively with Training and Coaching counterparts to ensure they are continually joined up.

They need to deliver better customer experience and improve operational efficiencies by challenging processes, policies, and strategies

This includes reviewing detailed analysis, customer feedback and available reporting and insight to recommend and implement improvements. The role holder will deliver some or all the tasks documented in this role profile. The role holder's individual objectives will determine the scope of their role on a day-to-day basis to meet the demand of the business.

They will be instrumental in a variety of tasks including but not limited to;

Conducting benchmarking sessionsTraining Quality teams and Team Managers including QA certificationBeing an effective people manager and supporting their team of Quality AnalystsManaging dispensation requests and handle disputesAnalyzing Quality performance and business benefits realization, proactively suggesting solutions and improvementTracking of quality performance linked with incentives and agent scorecard in line with how it is globally defined.Conducting deep dive analysis on NPS methodology for the site.Timely and accurate reporting of customer satisfaction results.Execution of action plans to address customer concernsSpeech Analytics tool configuration and use is aligned to business needs and maximum benefit is derivedContribute to driving a customer obsessed culture in their market, sharing success stories and best practice.Being familiar with industry research on quality that supports the quality frameworkSupporting the operation and flagging where necessary if there are any issues surrounding the quality of coaching conversations whilst mobilizing key stakeholders to get traction.The Role holder must ensure that the Quality Service Analysts' assessments and TBA's are conducted and documented in line with HSBC policies and procedures as well as being compliant with respect to both local and external regulators, current legislation, Compliance and Departmental procedures

In this role, you will:

Impact on the Business

Ensures that the Global Quality model is understood and delivered consistently across the contact centers.Ensuring voice and non-voice interaction assessments are implemented in line with the guidelines outlined in the quality framework.Facilitates onboarding of Quality Analysts including Training and Certification.Provides subject matter expertise and answers queries, concerns, removes or mitigates issues/risks or challengesLeads benchmarking sessions across contact centres and addresses area of concernPro-active development of the quality model to meet business needs and to drive an enhanced customer experience linking up with Global Quality Services regularly.Tracking of quality performance linked with incentives and agent scorecard. Conduct business benefit realization activityImprove processes and associated customer experienceMake operational efficiencies through service interventions without compromising customer serviceProvide direction to the relevant teams regarding the changes requiredDetermine root cause of dissatisfactionSupport the CC business with governance of the Speech Analytics tool configuration and usage.

Typical Targets and Measures

Adherence to the new QM Model. Deviation if any to be escalated in a timely manner, justified and approved.Lead benchmarking sessions and empower QA's to make decisions and lead where appropriate.Acceptable Compliance/ Business Risk reportingOpportunities to improve the call coaching model identified and implementedUplift in NPS scores for the countrySustainable saves identifiedReduction in Customer DissatisfactionIncrease in Customer satisfactionTimely and accurate reporting of customer satisfaction resultsExecution of action plans to address customer concernsSpeech Analytics tool configuration and use is aligned to business needs and maximum benefit is derived

Customers / Stakeholders

Always act in the best interests of both the bank and the customer, putting the customer at the heart of what we do to foster and encourage customer centric behaviours.Build strong relationships particularly with coaching and training, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.Maintain contact with stakeholders to identify and communicate business performance, status and potential risks.Build strong relationships, adopting a joined up approach, to deliver 

Typical Targets and Measures

Strong relationship with coaching and training to ensure individual deliverables land in a way that complement and support each other.Reporting in line with local/global requirementsStakeholder feedbackCustomer Experience team viewed by business function as professionals who add value.Reporting production in line with local/regional requirements

Leadership & Teamwork

Drive a customer obsessed culture through strong leadership and effective people management of the centralised quality team.Assign responsibilities to direct reports providing them with the direction and confidence to deliver results.Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutionsHandle escalations and work closely with Department Managers to solve disputes whilst always being objective.Encourage collaboration between Quality Analysts and Team Managers.Provide ongoing guidance, feedback and support to the team

Typical Targets and Measures

Development committed, focused and result oriented team, consistently delivering high quality results.Evidence of successful training and performance improvements.1:1s, objectives & performance reviews completed within agreed timescalesStakeholder feedback including 360 feedback from line reports.Sharing best practices

Operational Effectiveness & Control

Ensure voice and non-voice interaction assessments and processes are effective and propose improvements/efficiencies as required.Compliance with external regulatory requirements, internal control standards and group compliance policyTimely implementation of recommendations made by internal/external auditors and external regulators. The role holder, when required, will provide administrative support to the local Quality team. 

Typical Targets and Measures

Evidence of improvements /efficiencies made and risks managedNo regulatory penaltiesNo breachManage risks

Major Challenges

Requirement to manage changing priorities and produce outputs of a high standard relevant to stakeholders.Ensure the same level of customer service provided across multiple sites and maintaining compliance with external regulatory requirements, internal control standards and group compliance policy.It is the manager's responsibility to assign QAs to agents and make provisions where there are resourcing challenges. QMs may need to conduct quality assessment activities if necessary. QMs must be able to effectively line manage QAs based in a different geographical location or working in a different time zone with the same level of support and guidance given as those who work at the same location. QMs are also responsible for assigning QA workload, managing attrition and succession planning for their team.Due to the scale of the regional contact centre operation, a fine degree of control of the resource deployed needs to be always maintained to meet the demands of customers within budgeted allowances.Requirement to manage changing priorities and produce outputs to a high standard relevant to a variety of stakeholders.Ensure consistency of service provided across all sites and maintaining compliance with external regulatory requirements, internal control standards and group compliance policy.

Role Context

The team has responsibility for all aspects of contact centre quality assessment model and strategy & has responsibility for all aspects of Contact Centre customer satisfaction surveys, operational efficiencies, and service interventions.The role holder will ensure adherence with quality framework ensuring a consistent approach within their team is delivered in the contact centres and may be required to work independently or part of a team. The role holder must have an expert level understanding of call quality requirements and tools. He/she must ensure the procedures/processes used to deliver the quality model are in accordance with Group standards and manage multiple responsibilities involving interaction with several business areas.The role holder will have the accountability to manage the quality framework across multiple countries, work closely with Global Quality Services and would be expected to contribute to the development of the Quality Services framework. They will also work closely Head of Contact Centre and Country Lead of Support Function to report on Quality performance and discuss initiatives.The work undertaken is in an environment which is continuously subject to changes in legislation, regulatory guidelines, taxation and products and the role holder must ensure they are up to date with any changes.The role holder may not always be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They may be expected to adopt a flexible approach in terms of working hours, location, and travel.The role holder will have direct control over the management of the Customer Experience processes within the usual authority limits for aThe role holder must have a good understanding of methodologies for enhancing customer satisfaction at the telephone.The role holder may be required to manage multiple responsibilities involving interaction with several business areas. The role holder will have a higher degree of responsibilities across multiple countries with larger spans of control and complexity.The role holder will be required to undertake channel management activity; on a local and or regional scale involving a degree of complexity whilst being reasonably straightforward to deliver.Manage and embed change initiatives, identifying and developing new or improved delivery mechanismsManage workflow and operational processes, management of people resources and efficient budget deploymentManagement responsibility for a team of professionals, including people, performance, budget and planning decisionsEnsure that team members are equipped with systems, resources and expertise to carry out their dutiesUnderstand functional risks in own functional area and monitor team adherence to policiesFoster an environment for the team where people can speak up to remove barriers to success, and collaborate to put the best ideas into practiceHelp in driving standardization, embedding and implementation of the revised Global Quality standardsEstablish a strong working Service Quality –relationship with structured coaching operations managersCentral relationship with professional standards (ensure alignment of structured coaching scheme)Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers .Adhere to local regulations and programs around 'Treating Customers Fairly'.Stakeholders, compliance, business risk and learning and development for signoff of changes / additions to structured coaching scheme documentationConducts second level new hire interviews as requiredDevelop and implement actionable plans around people capability that are aligned with HSBC's business strategies and drives change in people capability to differentiate HSBC and its brand from competitors.Champion embrace and oversee change and innovation within the teams

Observation of Internal Controls

The role holder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.The role holder will implement the Group compliance policy by containing compliance risk in liaison with the relevant Compliance Department. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with key stakeholders including Contact Centre Operations, Support and local compliance.The role holder will also ensure that adequate resources are in place and training is provided.

Management of Risk

The role holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Bank's risk management policies.The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changingeconomic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impactof new technology.This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern inconjunction with line management and/or the appropriate department.

To be successful you will:

Knowledge

Good understanding of call center dynamics e.g. processes and systems used, customer service, process improvement methodology,agent skills and training, regulatory requirementsExcel and PowerPoint literate to an intermediate level.Proficiency and/or full understanding of the contact center applications, workforce applications, quality assessment tools and applications, reporting tools and systems.Understanding of quality assessment tools and reporting toolsIntermediate level knowledge of Excel and PowerPointHBME knowledge is preferred

Experience

Proven experience in UKCS contact centerProven call quality skills and experienceUnderstanding call quality and call coaching tools and methodologyEffective communication with good inter-personal skills and negotiating skillsAble to provide feedback on QA report writing skills and be able to up skill themAbility to motivate and lead people, employing appropriate management stylesExcellent decision making and problem-solving abilityGood planning and organizing skills.Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stagesAbility to provide leadership to resolve problemsEffective presentation skillsGood process improvement skills and experience.Strong judgmental skills to identify and resolve problemsExperience of improving processes/customer satisfaction using appropriate systems, tools, communication, delegation and planning skillsAbility to motivate and lead people, employing appropriate management styles

Leadership capabilities

Navigating – understanding and translating Contact Centre strategy into own team and aligning directions accordinglyAspiring      – being ambitious about providing the highest standards of delivery and embedding them in the teamDriving       – setting stretching goals for self and team and delivering them with courage and tenacityMobilising   – authentically engaging with team, colleagues and business partners to deliver at paceSustaining – making considered decisions that protect and enhance HSBC values, reputation and business

Qualifications

Relevant Banking degree/ Degree / Six Sigma (optional)Proven experience in UKCS contact center

Skills

The role holder may be required to be proficient in multiple languages e.g. the local language and the language ofSome or all of the other countries they are supporting.

You'll achieve more at HSBC 

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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 HSBC Electronic Data Processing (India) Private LTD***

---