Employee Development Department Maanager

19 Mar 2017
22 Mar 2017
Contract Type
Full Time
The Employee Development Department Manager role (Quality Assurance) is based
within the Collections team which consists of a front office telephony call
centre and back office support teams managed through a leadership team.

The role of the Employee Development Department Manager (Quality Assurance) is
to drive results and minimise company losses for an assigned area, leading
performance at the departmental level by leveraging the performance of teams
of Collections Advisors, Collections Managers and the production process. A
department manager's responsibility is to optimise the efficiency and
effectiveness of their assigned department.

Your responsibilities will include:
Ensuring the Collections Employee Development team supports the department's
strategy through effective management of the Quality Assurance platforms
supporting all UK activity. By working with the Collections Managers,
effectively provide customers with a superior service aligned to each
customers situation through enabling them to 'do the right thing' in every
single transaction. This is achieved through the on-going support of the
departments Customer engagement activity and enhanced call performance.
Interfacing with leaders across Collections sites both in the UK and off-shore
on Quality assurance performance. Driving performance at department level by
leveraging the performance of teams of advisors, Managers and the production
process through the Employee Development department

The ideal candidate for this role will have:
Past working experience in a relevant role, i.e. Leadership Past working
experience on relevant systems, i.e. Microsoft Office packages Relevant
product knowledge including knowledge of HSBC Products is desirable but not
essential Experience working in relevant environment/s, i.e.
Banking/Risk/Collections is desirable but not essential Experience working in
relevant market/context, is desirable but not essential Past working
experience in a Quality assurance role, is desirable but not essential Past
working experience on relevant systems, is desirable but not essential A
desire to find ways to continually improve the service delivered to customers
A track record of constantly looking for ways to do things better and an
excellent understanding of the mechanism necessary to successfully implement
change A flexible and adaptable management style with experience of developing
yourself and others Excellent written and spoken communication skills; an
ability to communicate with impact, ensuring complex information is
articulated in a meaningful way to wide and varied audiences Built effective
networks both internally and externally and created opportunities for others
to work collaboratively Experience of creating and deploying comprehensive
business/operating plans which consistently deliver desired results A
comprehensive understanding of risk management and proven experience of
ensuring own/others' compliance with relevant regulatory processes
The base location for this role is Birmingham.

HSBC is committed to building a culture where all employees are valued,
respected and opinions count. We take pride in providing a workplace that
fosters continuous professional development, flexible working and
opportunities to grow within an inclusive and diverse environment.

Key search words: Quality assurance, Department Manager, Collections,
Leadership, Learning, Operations
Salary: . Date posted: 15/02/2017