Head Contact Centres M&S Bank - Chester

The Head of Contact Centres M&S Bank role is based within M&S Bank.

The role of the Head of Contact Centres M&S Bank is leading a multi-site, multi product, large scale operation (500+ staff), creating an environment with a robust operational, financial and people infrastructure that contribute to the delivery of the overall channel strategy.

The role holder will recruit, develop and lead a management team at various levels in setting culture and environment to achieve maximum operational effectiveness and quality through the implementation of excellent production, revenue and quality management techniques.

The role holder will deliver fair outcomes for our customers and ensure both own and employee conduct maintains the orderly and transparent operation of financial markets.

The role of the Head of Contact Centres M&S Bank is to manage multiple stakeholders to drive performance and simplify the overall process and experience.

Your responsibilities will include:

• Continual review and achievement of AOP actuals vs. budget across a variety of cost lines (including headcount).
• Accountable for the key performance indicators (service, customer needs and operational targets) of the entire centre, managing change and transformation initiatives in alignment with group strategies and managing the annual operating plan for the contact centre(s).
• Analysis and interpretation of complex data to make high quality and timely decisions.
• Manages operational contingency requirements.
• Implement excellent production revenue and quality management techniques.
• Promotes an environment that supports diversity and reflects the brand.
• Ensure all operations meet all performance targets including standards in quality and outstanding service.
• Promotes channel of choice and best in class customer experience. Can establish clear view of external market through benchmarking. Lead complex and senior contact centre departments who deliver outstanding customer service and sales propositions.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Develop and communicate a clear vision for M&S Bank contact centres that is aligned to the overall M&S Bank vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture.
• Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives
• Set expectations, share best practice and manage, monitor, coach and develop leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
• The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the 'Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.

Qualifications

The ideal candidate for this role will have:

• Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
• Proven experience of motivating others to deliver exceptional performance and long terms results
• Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations
• A track record of making strategic business decisions, considering relevant risks, long term implications, commercial realities and stakeholders needs
• A broad understanding of financial budgets, statements, and models, with experience of analysing data effectively for planning, forecasting and reporting
• A comprehensive understanding of risk management and proven experience of ensuring own or others' compliance with relevant regulatory processes
• Acted as a strategic advisor to customers, having established and built valuable long-term relationships with significant customers

In addition to the details listed above, the ideal candidate will have:

• Knowledge of Credit industry products and Savings and Investments products
• Experience of working with Regulatory, Industry Bodies e.g. Financial Services Authority, FOS, FLA, Ombudsman.
• Experience of Workforce management systems and resource and forecast modelling, telephony systems and components.
• Understanding of M&SM employee relations policies and procedures.
• Experience of managing a significant service and sales led operational environment, both directly and through third parties.
• In depth understanding of the challenges facing a customer contact operation and its processes and targets through a period of growth and change
• Setting and managing budgets in excess of GBP12m.
• Developing and implementing performance management strategies.
• Robust change management expertise within a customer contact operation.
• Developing process improvement methodologies.

The base location for this role is M&S Bank Chester

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, and 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: Head of Contact Centres, Chester, M&S Bank