Head of Contact Centre, UAE

3 weeks ago


UAE, United Arab Emirates HSBC Full time

-Job description

**Head of Contact Centre UAE - 0000JNXI**

Some careers prize diversity more than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

**In this role, you will**:

- Be responsible for driving all inbound and outbound sales and service initiatives across UAE contact centres in liaison with product and distribution managers ensuring adequate sales knowledge and incentive schemes are in place
- Ensure the Contact Centre channel achieves quantitative and qualitative customer experience targets through robust planning, root cause analysis and monitoring of service levels and operational KPIs
- Manage the relationship with the offshore GSC Call Centre ensuring sites maintain the service standards and operational integrity for the business
- Build a strong sense of teamwork to meet and exceed minimum performance standards. Creativity is required to find opportunities to meet and exceed FRP
- Streamline business/operational engagement across all stakeholders of contact centre across Global Services Utility “GSU”, Service delivery & global resourcing, in country distribution teams, customer value management and marketing
- Set local contact centre Sales & Customer experience strategies for MENAT in line with Contact Centre Target Operating Models and Customer Value Management
Requirements

**To be successful in the role, you should meet the following requirements**:

- Bachelor’s Degree is a must to secure a work permit in UAE
- Proven track record of driving in country and offshored call centre performance
- Good knowledge of WPB distribution models, propositions, and customer experience service elements
- Proven communications skills to inspire and influence people at all levels, inside and outside the direct organizational remit
- Ability to collaborate across diverse and multicultural teams at a local and global level to accomplish strategies
- High degree of self-motivation to achieve results and inspire trust in others
- Mobile, the role will require an element of travel across call centre sites and supporting functions throughout the year
- A role model for the Group values of Open, Connected and Dependable, and direct experience of leading with courageous integrity

**You’ll achieve more at HSBC.**

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.
- Under the New Labour Law, only fixed term contracts shall be available to all employees of HSBC UAE (except DIFC and ADGM employees) - hence in line with the term of work permit, a 4 years’ contract would be issued._

Issued by The Hong Kong and Shanghai Banking Corporation Limited.



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