Head of Colleague Success (Fixed Term Contract)
If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential – whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.
We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.
Responsibilities
- Set strategic direction and lead transformation for the Academy and Helpdesk teams, partnering with key stakeholders to evolve the function in line with changing business and customer needs, with a focus on improving external customer sentiment
- Define and deliver the future operating model for the Helpdesk, applying best practice and innovative approaches to support colleagues at scale across the contact centre
- Lead and develop large, diverse teams, creating a high-performance culture of collaboration and continuous improvement, and ensuring smooth transitions for new starters from training into production
- Design and launch the UK contact centre capability framework, championing learning and development and ensuring clear growth pathways for all colleagues
- Drive stakeholder engagement and operational excellence, using data and insights to identify trends, risks, and opportunities, ensuring compliance with relevant policies and regulations, and delivering initiatives aligned to our values
Qualifications
- Proven customer service leadership experience, ideally within a contact centre or similar environment
- Demonstrated ability to shape and deliver future-focused strategy in partnership with senior stakeholders
- Experience defining and implementing operating models for large-scale support functions
- Strong data and analytical capability, with the ability to translate insight into practical operational outcomes
- Track record of leading and inspiring large, diverse teams, with excellent stakeholder management, communication skills, and a passion for colleague development and customer success
Benefits
As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
Equal Opportunity Statement
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces – no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
Accommodation
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.
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