Employee Development Department Manager

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
Qualifications

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