Team Manager, HSBC

HSBC

Location:
Sri Lanka

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role is customer-facing and involves leading and managing a contact centre team to achieve business objectives. The position includes setting performance standards, driving digital engagement, managing customer escalations, and ensuring compliance.

Job Responsibility:

Accountable for the performance of your team and all that they do, contributing to the successful delivery service of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service and operational targets)
Understand Contact centre activity data and be able to translate same into individual team performance plans
Plan and prioritise work appropriately considering importance, urgency, customer and business impact
Drive digital banking engagement through multichannel
Ensure Customer Service levels are being met on a daily basis
Manage and resolve escalated customer queries, complaints and enhance HSBC values, reputation and the business
Champion and embrace change and innovation within the team
Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
Adhere to local regulations and programs around ‘Treating Customers Fairly’
Take full accountability for the Leadership, coaching, absence management of a team of up to 12 FTE of CSRs handling all call types across products and propositions and carry out effective performance management
Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels
Drive and coach performance improvement of your team to achieve a high performance culture
Embed a best place to work environment for all of your team
Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
Act as a role model for our Group values and behaviors
Maintain best place to bank principles through coaching and training
Knowledge of Group/country compliance/regulatory requirements, Operational Risks for IWPB
Identifies training needs based on real-time observations
Review work practices to improve productivity and enhance customer/agent journeys
Conduct morning team meetings for effective team functioning

Requirements:

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution
Ability to work in a high-volume, fast paced changing environment is required
Proficiency with personal computers and basic software packages and specialised applications
Excellent communication skills and is polite and friendly at all times
Equipped to deal with customer conversations by displaying patience and empathy
Ability to follow process and procedures to mitigate risk/errors
Must be competent to handle a set of core skills required for the role which include first direct core banking enquiries

Nice to have:

Resilience in role will support the role holders in working in a busy work environment irrelevant of location
Regular changes to procedures and advances in technology will regularly impact the role holder
Pro-activeness and ability to embrace change
A passion for continued learning

What we offer:

Build your career with an ever-growing, fast paced, dynamic team
Speak Up culture
Work-life balance
Opportunities for development

Additional Information:

Job Posted:
July 28, 2025

Expiration:
August 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Team Manager