Vice President, Contact Centre - Sales and Retention - Wealth & Personal Banking

at  HSBC

Job description

SOME CAREERS HAVE MORE IMPACT THAN OTHERS.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.
We are currently seeking a high calibre professional to join our team as a Vice President, Contact Centre - Sales and Retention.

Principal Responsibilities

• Lead, manage, and motivate the Telesales team to meet and exceed sales targets
• Develop and implement training programs to enhance the skills and performance of the Telesales team
• Conduct regular performance reviews and provide constructive feedback. Sales Strategy & Execution
• Develop and execute Telesales strategies to achieve sales targets and increase market share
• Monitor sales metrics and adjust strategies to meet changing market conditions
• Collaborate with marketing and product teams to create effective sales campaigns
• Work closely with Data team to improve customer propensity models and leads management strategy. Customer Relationship Management
• Ensure high levels of customer satisfaction by maintaining strong relationships and addressing customer concerns promptly
• Implement customer feedback mechanisms to continuously improve the Telesales process. Operational Efficiency
• Optimize Telesales processes and workflows to improve efficiency and effectiveness
• Utilize technology and CRM systems to track sales activities and manage customer data
• Ensure compliance with regulatory requirements and company policies. Reporting & Analysis
• Prepare regular sales reports and present findings to senior management
• Analyse sales data to identify trends, opportunities, and areas for improvement
• Monitor key performance indicators (KPIs) to measure the success of Telesales initiatives

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field
• Proven experience (5+ years) in a Telesales leadership role, preferably in the banking or financial services industry
• Strong knowledge of Telesales techniques and best practices
• Excellent leadership, communication, and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• Strong analytical and problem-solving skills
• Leadership and team management
• Strategic planning and execution
• Sales and customer relationship management
• Performance monitoring and reporting
• CRM and sales analytics proficiency
• Excellent communication and interpersonal skills
• Problem-solving and decision-making abilities

To be considered for this role, the relevant rights to work in Singapore is required.

• Lead, manage, and motivate the Telesales team to meet and exceed sales targets
• Develop and implement training programs to enhance the skills and performance of the Telesales team
• Conduct regular performance reviews and provide constructive feedback. Sales Strategy & Execution
• Develop and execute Telesales strategies to achieve sales targets and increase market share
• Monitor sales metrics and adjust strategies to meet changing market conditions
• Collaborate with marketing and product teams to create effective sales campaigns
• Work closely with Data team to improve customer propensity models and leads management strategy. Customer Relationship Management
• Ensure high levels of customer satisfaction by maintaining strong relationships and addressing customer concerns promptly
• Implement customer feedback mechanisms to continuously improve the Telesales process. Operational Efficiency
• Optimize Telesales processes and workflows to improve efficiency and effectiveness
• Utilize technology and CRM systems to track sales activities and manage customer data
• Ensure compliance with regulatory requirements and company policies. Reporting & Analysis
• Prepare regular sales reports and present findings to senior management
• Analyse sales data to identify trends, opportunities, and areas for improvement
• Monitor key performance indicators (KPIs) to measure the success of Telesales initiative