Team Manager Client Services Support (Azcapotzalco) (Xico)

Job Description

If you're looking for a career where you can make a real impression, join General Service Center (GSC) HSBC and discover how valued you'll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

Responsibilities

• Accountable for performance of the team and all that they do, contributing to the successful delivery of 'Best in Class' standards whilst remaining within key operational performance parameters (customer experience, & operational productivity targets).
• Understand Management Information and build action plans to improve service levels and team performance through training, coaching and people development.
• Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
• Manage stakeholders at country and regional levels, providing them with required MIS and action plans for hot spots.
• Ability to understand a customer's business and the fundamentals of running a business.
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.

Requirements

• Strong interpersonal, influencing and communication skills.
• Strong organising and time‑management skills.
• Can work independently and quickly, with good attention to detail and solutions‑oriented.
• Self‑motivated with initiatives to take on new and additional responsibilities.
• Fluent in English.
• Experience: Complete accountability of performance management for a team with spans between *****.
• Own and manage escalated customer concerns and complaints for the team.
• 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.
• Understand and translate the immediate business/function strategy into actions for your team.
• Work independently with minimal supervision.
• Good on MS Excel and able to support on different MIs.
• Ability to write business letters and reports.
• Adhere to local regulations and programs around "Treating Customers Fairly".

Benefits

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, providing a culture of well‑being, balance and care. #J-*****-Ljbffr