Description
We are currently seeking an experienced professional to join our team in the role of SVP, Head of Distribution Ops and Support.
Role Purpose To oversee, monitor and control the Customer Channels Operations, IWPB Distribution Support Team, and all units of the Contact Center migrated to Global Contact Centre Shared Operations (SO) in HDPP, providing support to all frontline customer channels.
This includes supporting the delivery of Distribution’s service and sales, ensuring the teams’ operational quality in performing enhanced Customer Due Diligence, remediation, and other Channels servicing and back office related functions.
Job holder is expected to manage operational discussions between HBAP and SO team, providing suggestions/solutions to allow business units to focus on sales and service.
The jobholder also acts as an advisor to the Branches, providing advise and assistance concerning branch operations and shares relevant procedures, guidelines, audit issues, and best practices with the help of Branch Network Operations Control Manager.
Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Maintains the levels of operational integrity prescribed by the bank’s procedure manuals.
Provides support to the Distribution team by driving business performance, through data collation and analysis, to ensure that sales and service KPIs are met.
Act as lead for Enhanced Customer Due Diligence work within the IWPB Global Standard program.
Work with Service Delivery, GS, RCO, Change Delivery and local, regional and global project teams to ensure policies, procedures, trainings, technologies and plans are duly executed.
Manages operational risk, including its identification, assessment, mitigation & control, loss identification & reporting.
Principal Accountabilities:
- Ensures robust operational platform is achieved across Distribution frontline channels
- Oversee the operational requirements of branches, Contact Centre processes, to ensure proper support is provided to enable the frontline teams to focus on high value transactions
- Close collaboration and alignment with the branches, RMs and Contact Center for migration/centralization opportunities
- Challenge requirements and processes that are ineffective or do not mitigate risks/negative impact on business with the goal of efficiency
- Provide the frontline teams with operational support and advice, to meet/exceed agreed customer satisfaction levels in terms of turn-around time and resolution of process-related cases
- Optimizes Market position and share whilst delivering consistent, excellent and rewarding service both externally and internally
- Responsible for the general management and overall performance and direction of Contact Centre Services which has been migrated to HDPP
- Works, coordinates and gives feedback to Shared Ops (HDPP) and the Distribution Teams on how best to meet customer needs
- Engage other business partners (LGA, RCO , CMP, SFR, ISR) on operations related concerns which warrants their attention
- Work closely with various parties from RCO, FCC, AML, CVM, RC, GSC, Training and Comms, Channels (direct, branch, etc.) and DBS to ensure the team’s operations are compliant and properly supported
- Deliver outstanding customer service and drive to achieve exceptional customer satisfaction
Qualifications:
- Good customer orientation with inclination towards service and client satisfaction
- Good communication and interpersonal skills
- Required five to ten years of working experience