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Head of Performance - Telephony and Virtual Channels

HSBC Group

Head of Performance - Telephony and Virtual Channels

Salary Not Specified

HSBC Group, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted today, 29 Sep | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: c3263be643774adeac384fd2d7437c55

Full Job Description

  • Lead performance for the Contact Centres including Onshore and Offshore telephony, Chat and Emerging Channels e.g. Social Media. Ownership of the measurement and tracking of key performance indicators included within the balanced scorecard.
  • Collaborate with the Head of Contact Centres to drive performance with the fundamentals of Consumer Duty in mind; challenging the delivery teams to role model customer experience whilst challenging support teams to improve the environment in which in our frontline channels operate within.
  • Work across the wider Performance team to supply accurate and timely MI, influence performance through delivering new thought-provoking analysis, supporting test and learn initiatives, and support the sharing of best practice within the Contact Centres and across other Channel Performance Leads.
  • Effective interpretation of MI, translating into an insightful action plan and ensure recommendations have been implemented and making the desired impact.
  • Provide both internal and external performance views, and proactively support and identify future strategic opportunities.
  • Work closely with risk partners to understand and identify risk, quality, and complaint performance.

    Good working knowledge of the Contact Centres and Chat
  • Highly numerate and analytical
  • Ability to organise, plan effectively and influence others.
  • Ability to learn at pace and simplify and summarise complex information.
  • Inquisitive mind, asking the right questions to get to the best solutions.
  • Excellent communication skills, with a focus on dealing with senior stakeholders.
  • Comfortable working with ambiguity and able to solve problems at pace.

    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.
    • Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients. We are looking for a highly experienced person to join our dynamic team. You'll lead the performance for the Contact Centres, owning the measurement and tracking of key performance indicators and work with the Head of Network to drive performance., This is a hybrid role and can be based in Leeds, Birmingham, or London. Opening up a world of opportunity Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk

    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.