Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.
HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Service Desk Team Lead.
In this role, you will:
This role is responsible for some or all of the following Customer Experience deliverables:
Service Quality –
Governance of end to end Survey system to capture Voice of Customer.
Remedial action.
Mapping of Customer journey.
Quality Assurance & Quality Control –
Embed a continuous improvement culture into Operations Teams, ensuring focus is on the customer needs and change focus from fix to support/educate or eliminate to enhance customer experience.
Identify and implement opportunities for globalization.
Internal audits and coaching.
Session and feedback delivery.
Customers / Stakeholders –
Build strong relationships with key Stakeholders by adopting a joined-up, consultative partnership approach.
Feedback clear and concise requirements into EUS Engineering to ensure Products meet Stakeholder requirements.
Drive through pragmatic standardization of processes, procedures and technologies in conformance with Global standards that deliver efficiencies.
Effectively manage Stakeholder requirements through clear requirements, (weekly/monthly/quarterly) with key stakeholders including EUS & ITID head of the supported countries.
Exceeds expectations of Stakeholders through delivering a high quality of service, meeting their needs and demonstrating the added value
of service provided.
Impact on the Business/Function
Exceeds expectations of internal Stakeholders through delivering a high quality of service, meeting their needs and demonstrating the added value of service provided.
Sets objectives and drives attainment of functional goals/results.
Identifies problems and design solutions (in liaison with appropriate Engineering Teams), making decisions based on sound, rational judgment and stakeholder needs.
Continuously improves the business by generating new and practical ways of doing things in order to deliver innovation, solve problems and gain competitive advantage.
Customers / Stakeholders
Build strong relationships with key Stakeholders by adopting a joined-up, consultative partnership approach.
Maintain up-to-date Product market intelligence; including peer-group awareness, industry trends and regulatory environments.
Understand Stakeholder Target Business and Operational Models
Feedback clear and concise requirements.
Drive through pragmatic standardization of processes, procedures and technologies in conformance with Global standards that deliver efficiencies, improved revenues or reduced costs for the Stakeholders.
Effectively manage Stakeholder requirements through clear requirements, plans and constant communication.
Leadership & Teamwork
Drives a high performance culture through strong motivational leadership, even in the absence of direct staff.
Actively collaborates and contributes in the development of Global Helpdesk solutions and service.
Independently performs assignments to achieve stated objective, determines and develops approach to solutions.
Operational Effectiveness & Control
Achieves business goals by establishing priorities, actions, milestones and constraints in a logical sequence and checking progress against plans, taking corrective action as required.
Applies understanding of the business to manage spend, improve profitability and sustain savings.
Use specialist/professional knowledge to identify and develop new or improved delivery mechanisms.
Maintains up-to-date Product market intelligence; including peer-group and business awareness, industry trends and regulatory environments.
Understands functional risks in own functional area and monitors adherence to established policies.
Major Challenges
Developing and maintaining a ‘trusted partner’ status with the appropriate Stakeholders.
Balancing the drivers from Stakeholders, peer-competitors, market trends, vendor road-maps and Engineering to ensure a consistent, logical and business-focused Product strategy.
Managing local pressures to deviate from globally agreed strategies, policies, procedures and technologies.
Delivering results by leveraging resources that may not be under the direct control of the jobholder.
Overcoming aversion to change in the organization and business practices.
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently being Dependable and doing the right thing, Open to different ideas and cultures, and Connected to customers, communities, regulators and each other.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls
The jobholder will 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 jobholder will implement the HSBC Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. 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 through liaison with the Compliance department about new business initiatives at the earliest opportunity. Also, and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Role Dimensions -The jobholder will be required to be able to work independently, but also use their management/interpersonal skills to drive the desired outcomes from colleagues throughout the organization.
Requirements
To be successful in this role, you should meet the following requirements:
Commercial mindset, preferably with external industry experience in a customer-facing role.
Excellent communication, presentation and negotiation skills, to drive desired results.
Ability to quickly build and maintain relationships with key Stakeholders and instill confidence at the most senior levels.
Sound understanding of all product areas, with ability to convey complex technical concepts to Stakeholder in business terms.
Sound judgment to identify and resolve problems to the benefit of the organization.
Ability to motivate and lead people, employing appropriate management styles.
Excellent customer service.
Proven ability to prioritize competing demands.
5-8 years’ experience in a related role.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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 – HSBC Software Development Ind
Note: By applying to this position you will have an opportunity to share your preferred working location from the following:...
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