Financial Support Team Manager; secondment

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 Financial Support Team Manager (12-month secondment).

The Financial Support Team Manager oversees the overall performance of daily Financial Support Team activities for their team, whilst ensuring compliance with operational policy, procedures and practices. The responsibility of a Financial Support Team Manager is to coach, inspire and lead their team in a manner that transfers/enhances desired skills and knowledge, increasing engagement for capabilities and delivering positive sustainable outcomes for our customers.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Manage customer contacts/support availability by ensuring the discipline to make paid hours productive across UKCS contact centres and support activities
• Manage the value of customer contacts by crafting solutions that best meet the needs of our customers and HSBC through the development of strong call skills across the Collector population whillst ensuring the right outcome for our customers.
• Utilise data/MI analysis to set expectations, provide direction and demonstrate how to do the role.
• Communicate a clear understanding of the advisor role, goals, priorities, and performance expectations.
• Monitor work activities, checking on the quality of the work produced and evaluating the performance of individuals and the effectiveness of the team and the wider unit.

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

• Recent leadership experience with strong capabilities in addition to acting as a strong practitioner of the Financial Support Team Customer Engagement Model and call quality.
• Exemplary communication skills – both conversational and written across a wide stakeholder network with the ability to deliver difficult and/or complex messages
• A proven ability in working collaboratively to drive the success of your team and department goals
• An understanding of the Financial Support Team process and a strong working knowledge of Financial Support Team operations policies and procedures
• A demonstrable track record of driving performance through effective coaching utilising available tools and methods

This is a full time, hybrid role based in Birmingham, Leeds, Chester or Sheffield. The hours of work will be on a shift rotation basis between 08:00 to 18:00, Monday to Friday and 08:00 to 16:00, Saturday as locally agreed.

Opening up a world of opportunity