Premier Banking - Department Lead (UK Contact Centre)

HSBC
United Kingdom
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditSkills: ["Coaching","Leadership","Problem-solving","Change management","Risk management"]

Lead a Premier Banking contact-centre team to deliver excellent customer service while ensuring cost-effective operations. Drive performance across contact-centre KPIs, coach colleagues, and maintain leader standards through leader observations. Manage attendance and absence, champion continuous improvement and change, and act as the voice of the customer to raise issues and support journey improvements. Shift-pattern availability (35 hours/week) is required.

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FursaFursa
HSBC
HSBC
2 days ago

Premier Banking - Department Lead (UK Contact Centre)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead a Premier Banking contact-centre team to deliver excellent customer service while ensuring cost-effective operations. Drive performance across contact-centre KPIs, coach colleagues, and maintain leader standards through leader observations. Manage attendance and absence, champion continuous improvement and change, and act as the voice of the customer to raise issues and support journey improvements. Shift-pattern availability (35 hours/week) is required.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Motivate and lead the team to deliver outstanding customer service, including solving higher-risk customer journeys.
  • •Drive performance across contact-centre KPI metrics to improve customer outcomes and business results.
  • •Create a coaching and first-call resolution culture and continually improve colleague capability.
  • •Inspect leader observations and ensure leader standards are adhered to.
  • •Manage attendance and absence, educate leaders on absence management processes, and ensure operational delivery and service accountability.

Pay and Benefits

Perks:Health InsurancePaid LeavePension

Key Requirements

  • •Proven personal financial services and banking experience, with managerial and leadership experience in a contact centre environment.
  • •Track record of understanding strategy and aligning priorities to improve business effectiveness in sustainable ways.
  • •Evidence of adherence to risk management frameworks, tools and controls.
  • •Proven track record of deploying change that improves the business and inspires others.
  • •Availability to work the required shift pattern (35 hours per week; operating window 6am–11pm, Monday–Sunday including weekends).
Experience:BankingFinancial servicesContact centre
Skills:CoachingLeadershipProblem-solvingChange managementRisk management

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn