ATM Operations Officer

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Why join us?

If you’re looking for a career where you can find different opportunities to develop, join HSBC and discover how valued you’ll be and how your future will be rich with potential. HSBC offers the opportunity to develop a fulfilling career within a supportive and inclusive environment where everyone can achieve their full potential.

The Opportunity:

WPB Operation - GSC Cairo who Assistant Department Manager and lead approved number of Full Time Employees (FTE), within their designated department supporting all product lines, partners and initiatives. Management of the daily operations of a contact and/or processing centre ensuring that customers receive quality through service through all channels of customer contact

• Development of realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale and attrition rates etc. and recommendations and action plans developed to address issues highlighted in Customer Service feedback
• Implementation of succession plan and the identification of high performers and develop direct reports through coaching and timely feedback
•  All data requirements (ICATS timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
• Assist line manager/supervisor with managing day-to-day operations and support colleagues on process if needed and Monitoring and evaluation of the team’s performance.
• Participate in team meeting / team activities, work towards sustaining team spirit and Support achievement of team objectives and coordinates with departments outside of Operations as necessary
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set and work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally and Demonstrate ways to improve customer service, increase productivity.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.

Requirements

•  Is accountable for the effective cascade of communication across the team and  accountable for the delivery & continuous improvement of performance
• Meet or exceed PLAs; reduce operational risk
• Strong Customer Orientation and passionate about delivering superior customer service
• Demonstrate high energy; be PRO-ACTIVE, extremely positive and a highly effective problem solver,
• Ability to take complete ownership and facilitate end to end customer journey
• Fast learner and have a “can do” approach
• Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events
• Ability to understand complex concepts and extract relevant information from extensive documentation quickly

What additional skills will be good to have?

• Ability to speak and understand English fluently, write business letters and reports, and have good conversational
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to multitask.
• Strong communication and presentation skills.
• WFM knowledge is required
• Aware of HSBC risk management framework

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, colour, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***