| AVP – Operations (Collections) | |
| HSBC Global Resourcing Cairo, Egypt Ref: KP639-07 |
|
The RoleThe RolePurpose of Department: To manage the operational activities of collection (early stage) processes of the GSC and deliver an efficient, high quality service within Performance Level Agreements Job Description: • Acquire a broad understanding of collections process • Manage collection activities to minimize delinquencies & losses • Maximize calling efforts and ensure appropriate collection judgments and activities have been applied, while maintaining the companies customer service focus • Analyze business trends to effectively utilize resources and manage productivity to achieve agreed PLAs / Center targets • Manage assigned projects effectively • Lead and develop teams and individuals, focusing on development of direct reports • Lead and motivate people with widely differing aspirations working in productivity-based environment where deadlines are critical • Build professional relationship with business units to manage day-to-day business issues and future growth • Manage staff retention and pre-empt attrition to ensure business is not impacted • Provide timely information to customers & raise the profile of the Customer Contact Center ’s globally. • Exhibit ownership of business and maintain the operational integrity of your area • Effectively manage all aspects of new migrations |
RequirementsRequirementsSkills/Experience Required: • Excellent leadership skills with proven ability of managing a contact centre process • Evidence of very good prioritizing, planning and organizing skills. • Experience of establishing and maintaining relationships with business units / managers for managing day-to-day business. • Evidence of having taken difficult decisions in a complex operational environment including HR related issues. • Ability to effectively communicate and implement group policies and procedures • Ability to comprehend and minimize operational risks including wide understanding of audit controls and compliance requirements. • Ability to manage and develop a team of both managers and staff across a diverse range of processes within an operational environment • Ability to maintain control, direction and motivation of staff in an ever-changing environment • Proven experience in change and problem-solving management. • Analytical skills, with ability to recognize areas for development. • Excellent verbal and written communication skills • Ability to manage resources to continually improve customer service and achieve productivity targets Additional Information / Specific Skills: • Candidates must be able to work a shift that includes evening, nights and weekends • 2 - 3 years of contact centre experience preferred |
About the CompanyAbout the CompanyHSBC Global Resourcing is the largest, captive, banking & financial services offshoring organisation in the world. It has more than 32,000 skilled professionals operating out of 15 Group Service Centres present in five countries in Asia, including India, China, Malaysia, Philippines and Sri Lanka. A vital part of the HSBC Group's global strategy, Global Resourcing seamlessly integrates and plays a key role in delivering shareholder value helping HSBC remain competitive in the global financial services market. A vital part of the HSBC Group's global strategy, Global Resourcing seamlessly integrates and plays a key role in delivering shareholder value helping HSBC remain competitive in the global financial services market. |
This Position is closed or expired
|
|
|