Head of Telephony, UK

15 Jul 2017
07 Aug 2017
Contract Type
Full Time

Head of Telephony, UK

Role Purpose

To develop and implement collection strategies to achieve delinquency goals and objectives set. To manage and optimise performance of the collections teams within area of direct responsibility whilst ensuring adhering to compliance and regulatory conditions

Principal Accountabilities:

Impact on the Business
Takes ownership for leading and directing Collection actions, priorities and performance to deliver optimum collection rates through the development and delivery of customer centric, sustainable relationship capabilities. Development of department plans/strategies to deliver business objectives. Manage staffing levels in accordance with business needs and budgetary constraints. Ensure that customer contact both via telephone or written are handling in a timely and appropriate manner, within agreed service levels.

Customers / Stakeholders
Personal accountability for leading the translating collections strategy into priority actions to ensure the delivery of a high quality, professional service all internal, external customers and stakeholders. Takes ownership for working across the organization to serve our customers better, demonstrating a concern for the needs and expectations of our customers. Identify root cause analysis and reduce level of complaints To continually consider the Financial Conduct Authoritys (FCA's) principle of Treating Customers Fairly
Leadership & Teamwork
Leadership of direct and indirect reports of both onshore and offshore Lead, develop and motivate the leadership team to attract, retain and develop capability and talent to ensure delivery of business objectives. Effective teamwork and collaboration Performance Management

Operational Effectiveness & Control
To effect change and maximize recovery opportunities. Reduce operational costs where synergies exist. Control and management of throughput and output quality. Monitor and re assess the risks inherent in the Operation by taking account of changing economics, legal and regulatory requirements.

Role Context
Collecting on overdue accounts on behalf of HSBC across multiple product propositions to create maximum return for the Bank. Collection activity includes various methods of contact i.e. telephone, email, SMS and correspondence. Collection activity and resource to be managed across multiple sites both on shore and offshore, within budget constraints.


Knowledge & Experience / Qualifications

Management of large scale operational functions. Understanding of Risk Management Policies.

Leadership Process management and collection strategies. Communication and interpersonal skills Change Management. Decision Making Problem solving Influencing and negotation Strong focus on execution.

Leadership and team building skills Project Management and Implementation Customer Service

All of the above skills to have been gained from at least 5 years experience in a senior operations and/or project management role

At HSBC we look to enable our employees to better balance 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, working from home and staggered hours. The availability of these options can be discussed with the recruitment team as part of the application process.

Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an on-going basis.

This role has been designated as an Enhanced Vetting Role.

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.
Salary: . Date posted: 30/03/2017