Premier Connect Lead

-Job description

**Some career choices have more impact than others.**

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services and wellness programmes including discounted gym memberships.

Wealth & Personal Banking (WPB) serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

Your main responsibilities will include:

- Accountability of the Premier Connect department.
- Lead the development and implementation of the department's strategy and operational plan, including team and individual objectives
- Provide leadership to a direct team of 3 and an indirect team of 30+ while creating an inclusive, engaging and customer-centric team culture
- Manage all aspects relating to the employee lifecycle from recruitment to training, performance management and career development
- Champion change and innovation within the department, driving new ways of working to deliver better operational and financial outcomes
- Act as a Subject Matter Expert (SME) during the provision of continuous improvement projects from both a business and digital perspective
- Foster strong internal and external stakeholder’s relationships, steering collaboration between departments to deliver on strategic priorities
- Monitor and report on operational performance, ensuring talent, culture, systems and processes are aligned with the overarching strategy
- Continually assess and manage operational risks while driving process improvement initiatives to maintain good governance
- Carry out extensive research and analysis to keep abreast of emerging trends and ensure operations and offerings align with customer needs
Requirements

To be successful in this role, you will need:

- Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
- Management experience, coaching, mentoring and developing others preferably in financial services and or/call centre operations
- Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships
- Proven strong leadership, motivational, analytical, planning communications and project management skills
- Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
- Excellent interpersonal, oral and written communication skills able to engage with stakeholder display exceptional relationship management skills
- A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people
- A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
- High level of problem solving skills, decision making skills and customer service skills
- Computer literate, and must be able to maintain document control and data integrity
- Well organized, adaptive, demonstrate initiative, and able to manage multiple projects in a fast-paced environment
- Bachelor Degree in Business or related field desired but not necessary

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.