Jul 24, 2011

Assistant Manager Operations (Team Leader) – French - HSBC Bank

Job Title
Assistant Manager Operations (Team Leader) – French

Job Description

  • Effectively drive and manage change to achieve business goals to have a tight control on operational losses, potential frauds through strong internal audit and staff feed-back mechanisms.
  • Ensure compliance with audit requirements by performing audit checks as required by process, in line with business process requirements.
  • To ensure all the daily, weekly and monthly reports, presentations, are prepared within the scheduled deadlines.
  • Ensure all the system related issues are resolved within the specified timelines and escalated whenever required.
  • Monitoring 'Service Quality' of the team to ensure high Customer Service Standards.
  • To have a tight control on operational losses, potential frauds through strong internal audit and staff feed-back mechanisms.
  • Reward and Recognize service excellence.
  • Knowledge and experience are shared with team members, providing assistance on referred, and technical issues in a constructive manner.
  • Progress reviews on performance are undertaken within agreed timescales.
  • Provide leadership to team assigned, consistent with group and company policies and standards.
  • Ensure work is distributed and duties allocated between individuals in accordance with their experience and ability.
  • Maintain equipment, systems and general work environment in good condition.
  • Issues and problems are investigated or resolved immediately or escalated to Line Manager.
  • Call coaching and training staff on telephone etiquettes.


Skills Required
  • Strong Command of both written and spoken French and English.
  • Ability to write business letters, emails and reports.
  • Ability to learn quickly and transfer knowledge appropriately.
  • Ability to understand and interpret numeric data.
  • Ability to manage a team through preset objectives and coaching.
  • Good analytical skills.
  • Adequate knowledge of accounting standards and accounting principles.
  • Ability to build rapport with people.
  • Strong communication and presentational skills.
  • Good Knowledge in systems, processes and policies/procedures is an added advantage.
  • Flexibility to work shifts 24/7.


Business Area/Department
Contact Center

Academic Qualifications
University Graduate

Years of Experience
3 - 5 Years Experience

Type of Experience
3 - 5 Years Experience in a contact centre operations environment

Type of Opening
Full Time

Location
Cairo, Egypt

How to Apply

http://www.hsbcglobalresourcing.com/jobdesc.aspx?gsc=GSC_CAI&jobid=592