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E-channel Support Team Leader (English and French)

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Dębniki

Kraków

Your responsibilities

  • Manage operations within direct management in line with business

  • Ensure proper understanding of the business need and effective cascade of that understanding to the team

  • Assure transparency of operations, capacity levels and reporting

  • Provide timely (i.e. monthly) updates to management and business covering such topics as: performance, key risks and opportunities, discuss forecast (volumes) as well as understand any business driven actions (promotions, actions, branches) that has a direct or indirect impact on the managed operations. Exhibit strong understanding of business needs, motivations, plans

  • Demonstrate understanding how immediate area under management impact end customer and other functions within organization

  • Performing activities aimed at adjusting and increasing the effectiveness of operations

  • Ensure transparent reporting to Business Partner

  • Meeting and exceeding Business Partner requirements regarding the process

  • Performing projects or special assignments as required, and demonstrating a willingness to adapt to changing business needs and associated work assignments

  • Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made

  • Demonstrate operational excellence, leadership and people management

  • Ensure adequate capacity planning

  • Being a visible leader, who is available for team, and responds knowledgably to referrals

  • Drive top standards and expectations including cross training across all activities within team and other teams

  • Concise and timely feedback and communication to team

  • Collaborate with team and colleagues and offering solutions and l support

Our requirements

  • Knowledge of GLCM products / e-channels is an advantage

  • Ability to drive change to deliver efficiencies and improve customer service

  • Ability to handle multiple tasks and prioritize them depending on the criticality of the tasks

  • Excellent communication skills in French and English – Written & Verbal

  • Experience of managing multiple projects

  • Excellent Interpersonal and communication skills

  • Ability to work independently and under pressure

  • Be capable of building strong relationships with both internal and external clients

  • Be highly organized and have a strong sense of urgency

  • Be able to work effectively in a time pressured environment

  • Demonstrate strong problem solving skills

What we offer

  • Stable job in professional team

  • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport

  • Car parking few minutes away from the office

  • Relax room (with massage chairs and area for yoga/stretch)

  • Bicycle racks in the underground garage and around the office; showers dedicated to cyclists

  • Game room (with Xbox, PS consoles and foosball table)

  • Fresh fruit on the floor and good coffee in the kitchen

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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