Assistant Manager for Operations
(National Capital Reg)

Responsibilities:

To enhance customer relationships and provide support to Marketing programs

- By supervising and directing a team of highly skilled, knowledgeable and experienced staff
- By providing analysis of reports and proposing strategies to improve productivity
- By proactively recommending new approaches in enhancing efficiencies given limited resources under a high pressure environment
- By ensuring effective implementation of acquisition and activation/usage programs
- By overseeing the team’s activities in relation to ongoing marketing programs
- By monitoring the team’s call-out projects assigned to the team from time to time
- By monitoring the quality of calls of CSO using the Call Quality Monitoring standards

To maintain and enhance the operational efficiencies of the section
-By ensuring that procedures are carried out according to established standards
-By identifying areas where there are procedural weaknesses, taking action where necessary and streamlining workflows to correct inefficiencies and maximise productivity
-By ensuring proper loading of maintenances via approval in HCC
-By supporting the core business of the department which is customer service on the inbound line

To develop a team of highly- motivated staff with a strong sense of teamwork and flexibility of coping with various needs of different types of clients
-By conducting regular meetings, individual and group feedback sessions, counselling and coaching of staff and proper scheduling of training where applicable, and by being on call 24 x 7

To ensure that other sections of the Call Centre are operating effectively and efficiently
-By relieving for Manager CSO as and when needed, and by being on call 24 x 7
-To foster the integration concept of the new Call Centre by proper cascading to staff

To manage operational risk, including its identification, assessment, mitigation and control, loss identification and reporting
-By implementing internal controls designed to avoid fraudulent transactions

To contribute to the overall profitability of the Bank
-By proactively cross-selling existing and new Bank products, and guiding the staff to do so

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Commerce, Finance/Accountancy/Banking or equivalent.
* At least 3 year(s) of working experience in the related field is required for this position.
* Preferably Assistant Manager / Managers specializing in Banking/Financial Services or equivalent.
* Experience in managing a team
* With strong leadership skills
* Knowledge in bank products and credit cards
* Must be a good decision maker and problem solver
* Full-Time positions available.

HSBC Electronic Data Processing (Philippines) Inc.
2/F 5150 North Bridgeway, Northgate Cyberzone Filinvest Corporate City, Alabang Muntinlupa City -.
Website: http://www.hsbc.com

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