Team Manager - Business Banking Direct
The Team Manager - BB Direct role is based within Business Banking (Direct).
The role of the Team Manager - BB Directis to offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Business Banking team of Relationship Managers and Product Specialists provides a range of end-to- end solutions designed to help small and large businesses reach their potential.
The Team Manager - BB Direct manages a team of 10-14 Relationship Managers (RMs) within the Direct RM segment. This role is responsible for delivering strategy at a team level, managing and coaching the team for improved performance in an inbound and/or outbound highly regulated and complex call centre environment servicing various products and propositions.
You will also promote and hold accountability to the highest level of customer service and deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements and act as a role model to other Team Managers..
Your responsibilities will include:
Lead and develop a team, establishing cultural and behavioural excellence, high engagement and effective performance management for the long term benefit of the bank and the relationships managed Support Direct Business Banking Relationship Managers directly with existing and new to bank customers Maintain an effective credit and operational risk management framework within the segment Build strong relationships with (prospective) HSBC customers and work collaboratively with Product partners such as Payments and Cash Management (PCM), Trade and Insurance to assess needs of customers and offer appropriate solutions" Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions with (prospective) customer or other professionals Ensure RMs work with Product partners and assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement Take personal ownership of the customer experience, and ensure all team members take personal responsibility for managing their customers' total relationship with HSBC Build a strong relationship with the Risk Management teams in order to achieve a sustainable asset growth Set expectations, share best practice and manage, monitor, coach and develop team leaders and others to ensure that they maximise their performance and continuously develop their capabilities and experience Manage the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements Maintain a robust and efficient control environment across the business to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise Lead the development, implementation and maintenance of Business Banking management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels
The ideal candidate for this role will have:
Relevant product knowledge including knowledge of Commercial Banking Experience working in relevant market/context, i.e. Customer Service/Relationship Management Experience working in relevant environment/s, i.e. Contact Centre is desirable but not essential A desire to find ways to continually improve the service delivered to customers Set and achieved challenging short, medium and long term goals which exceeded the standards in their field 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 A broad understanding of financial budgets/statements/models, with experience of analysing data effectively for planning, forecasting and reporting A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes
In addition to the details listed above, the ideal candidate will
Take full accountability for the Leadership, coaching, performance and absence management of a team of up to 14 FTE handing call types and products. Take accountability for the performance of your team and all that they do, contributing to the successful delivery of 'Best in Class' standards whilst remaining within key operational performance parameters (service, sales and operational targets)
The base location for this role is Birmingham.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
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: Team Manager, Direct, Relationship Manager, Business Banking, Commercial Banking
Salary: . Date posted: 05/07/2017