Job Title: CC Department Manager Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. Responsible for leading, coaching, motivating and developing a team of 60
- 70 CSE’s and 5 –6 Team Managers in a Contact Centre environment. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators in line with our business strategies and regulatory requirements (i.e. scorecard). In this role, you will:
• Manage call canter operations including: recruiting, employee engagement, customer experience and other core processes such as behavioral coaching. Manage daily operations ensuring quality, productivity and service goals are achieved.
• Responsible for front-line management development, front-line management succession planning, quality and corporate controls, staff development, process and policy improvements.
• Lead and develop teams and individuals, focusing on development of direct reports. Identify potential staff and develop staff across various levels.
• Lead and motivate people with widely differing aspirations working in productivity-based environment where deadlines are critical
• Manage staff retention and pre-empt attrition to ensure business is not impacted




• Provide timely information to customers & raise the profile of the Customer Contact Centre’s globally.
• Exhibit ownership of business and maintain the operational integrity of your area.
• To ensure that all internal audit and compliance requirements are met.
• Sustain growth by effectively promoting the GSC.
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with issues raised by external regulators.
• Adhering strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reporting weaknesses, compliance breaches and operational loss events.
• Flexibility to work in different shifts.
• Lead and develop effective teams through communication, performance management, development plans and reward/recognition practices.
• Coach and develop managers through personal observation, goal setting, performance tracking, and effective feedback.
• Foster a team and call center culture that specializes in people and performance management, coaching and development, and employee engagement surpassing Group and industry peers to the extent that performance and results are considered best in breed for effectiveness, cost efficiency, compliance, and customer experience To be successful you will:
• Highly customer oriented and interested in providing top quality customer service to internal and external customers.




• Awareness/ proficiency in all products and propositions
• Experience of coaching, mentoring, developing others and motivation skills
• Open to working flexible shifting schedules
• All GCB 7 employees should have completed 18 months in their current role.
• Self-Motivated with sound problem solving skills, organizing and planning skills.
• Highly effective motivational and coaching skills
• Ability to make balanced decisions when under pressure, giving due consideration to quality, time scales and cost
• Ability to analyze business trends to effectively utilize resources and manage productivity to achieve agreed PLAs / Centre targets
• Must be proficient in English.
• Need to have US customer onboarding procedural knowledge. hsbc.com/careers 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 setting. 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*

📌 CC Department Manager (Bengaluru)
🏢 HSBC
📍 Bengaluru