Department Manager

The DM will lead by example, encouraging diversity and differentiation through a deep understanding across all inbound and outbound customer contacts via text, voice (human or automated), in person or online. The DM will need to understand and focus on wider Business Area and Distribution goals, as well as those of their immediate remit.

The role of the Department Distribution Manager is to be responsible for coaching, motivating and leading a team to deliver excellent customer service to customers in the contact centres within Distribution, whilst ensuring the cost effectiveness of the operation. In addition, you will support operational excellence delivery of the contact centre KPIs and be accountable for the level of service provided to our customers though contact centre teams. You will be passionate about and able to champion and deliver change

Key Accountabilities

• Motivate and lead team to deliver outstanding customer service to our mass personal banking customers, solve problems for customers, as well as the higher risk journeys
• Drive performance across all KPI metrics, understands the detail, identifying opportunities to improve and drive business results to achieve better customer outcomes
• Create a coaching culture that raises the standard of service and seek to continually improve our colleague capability
• Inspecting what you expect through leader observations, ensuring Leader Standard are adhered too
• Attendance and absence management - creating a culture where our people want to come to work and educate leaders in absence management process using the leader standards and iKnow procedure
• Operational delivery of the contact centre and be accountable for the level of service provided to our customers though contact centre teams.
• Act as the voice of the customer using frontline understanding to raise bubbles for journey improvements and champion these changes
• Act as a role model for our Group values and behaviours, authentically engaging with team, colleagues and embed our customer first culture .Act as a role model for HSBC’s values and behaviours. Create a ‘speak up’ culture where openness, honesty, fairness, and participation are embedded into the operating rhythm.

You will have a real commitment to working collaboratively with colleagues from lots of different areas to achieve success. Linking with other teams across the bank to provide input on how to improve our online presence and how we may better interact with customers through a digital lens.

The ideal candidate for this role will have:

• Proven personal financial services and banking experience or equivalent, and proven track record with managerial and leadership experience.
• A track record of understanding strategy and aligning priorities with this to improve business effectiveness in sustainable ways.
• Built effective networks and created opportunities for others to work collaboratively.
• Evidence of adherence to risk management frameworks, tools and controls.
• A track record of deploying change both digital and non-digital which improves the business in a way that inspires and engages those around them.
• Availability to work the shift pattern required for this role, i.e. 35 Hours per week - flexibility required. Operating window is 8am to 8pm across the 7 day week
• A desire to find ways to continually improve the service delivered to customers
• A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
• Achieved goals and met expectations whilst supporting and encouraging others to do the same
• Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results

This role is based in Hamilton - Glasgow.

You’ll achieve more when you join HSBC.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 2078328500.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.