Disputes Team Manager London, England
Job description
Some careers grow faster than others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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 Digital Business Services teams are the foundation of HSBC, providing essential support across technology, operations and key central business services for our global businesses and functions. This includes running customer operations, delivering innovative digital solutions for customers and colleagues, managing bank-wide change, and central services such as procurement and real estate management. The teams play a vital role in driving great experiences for customers and colleagues, and enabling the bank’s strategy.
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.
This position is part of the Global Operations team, UK Card Operations and a market leading positive customer journey is our key goal.
The Team Manager will provide direct leadership support to a team of under 20 colleagues. They will be responsible for driving the team’s performance to achieve departmental KPIs and deliver the ideal Customer journey through coaching, development and motivation.
The Team Manager will promote and be accountable for maintaining the highest level of customer service with an expectation to deliver quantitative and qualitative key performance indicators in line with managing risk, business strategy and regulatory requirements.
This is a full-time role which offers the opportunity for hybrid working following a 3-month office-based implementation and upskilling period. The base location is Chester.
- Driving the team’s performance through effective coaching via call reviews, MI analysis and regular 1-1 performance reviews.
- Supporting the management team with trend recognition and opportunity identification for customer service improvements.
- Improvement implementation related to processes, systems, and people engagement.
- Maintaining an efficient control and governance environment, compliant with HSBC policy and procedures
- Aiding team members to reach their full potential and career goals through personal development whilst utilising tools including HSBC University, Future Skills and Degreed.
- Providing Mentor support to staff regarding well-being and maintaining positive staff engagement levels
To be successful in this role, you will need:
- A demonstrable track record of effective coaching, developing and leading a team.
- Experience of exceeding goals and objectives within a challenging and fast paced environment.
- A passion for meeting the needs of our customers and delivering the perfect service.
- Knowledge of HSBC’s core/ banking processes, procedures and systems would be preferable however not essential
- Strong Communication and influencing skills at all levels with outstanding motivational qualities.
- To be adaptable and confident leading change within a team.
- The ability to self-motivate and make sound, quick judgements with a flexible, positive attitude.
