Department Manager, Outbound
Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
Sales, Distribution and Business Development plays a vital role in meeting customer needs by offering the right products through the right channels to the right customer segments, thereby maximising value and business revenue. Responsible for achieving sales and revenue targets and implementing distribution strategy, the team drives the delivery of market leading retail customer experiences.
We are currently seeking an ambitious individual to join this team in the role of Contact Centre Sales and Service Department Manager – Outbound Sales
Your main responsibilities will include:
- Take accountability for the performance of the contact centre team to meet sales and other key performance indicators
- Coach, motivate and lead a team of up to 12 contact centre professionals to deliver excellent customer service and sales propositions to a wide range of RBWM local and international customers
- Support the operational delivery of the contact centre and take accountability for the level of service provided to customers through the contact centre teams, ensuring 'Best in Class' standards
- Manage the communication of operational changes to the teams, ensuring proactive implementation
- Plan and prioritise work and workflow appropriately and as required
- Establish and maintain a robust operational, financial and risk management infrastructure which minimises cost and protects HSBC brand and reputation
- Provide feedback and data on contact centre performance along with proposals for improvements where required to Senior Management
- Manage and resolve escalated customer concerns and use appropriate business judgement when making considered business decisions
Qualifications:
To be successful in this role, you will need:
- Tertiary Qualification
- Minimum 5 years relevant management experience in financial services and / or call centre operations
- Proven leadership skills with experience in coaching, mentoring and developing sales staff
- Experience in sales of financial products, high volume processing centre operations, contact centre operations and quality management
- Excellent commercial acumen
- Strong communication and interpersonal skills
You'll achieve more when you join HSBC.
www.hsbc.com.au/careers
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