Business Client Services Team Manager

HSBC; Birmingham; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading bank in Birmingham is seeking a Business Client Services Team Manager to lead a team, ensuring excellent customer service and supporting operational standards. Ideal candidates should have strong coaching skills, problem-solving abilities, and experience in managing stakeholders. This role offers hybrid working and requires a commitment to a rotational shift pattern. Competitive compensation and professional development opportunities are provided.

Benefits

CV and Interview workshops

Diverse and inclusive workplace

Qualifications

• Experience in supporting, coaching, and developing colleagues.
• Ability to evaluate, challenge, and formulate workable solutions.
• Strong written and verbal communication skills.

Responsibilities

• Lead a team to deliver excellent customer service.
• Drive engagement around process improvements.
• Ensure adherence to operational risk standards.

Skills

Coaching and developing colleagues

Problem-solving skills

Strong stakeholder management

Effective time management

Tools

Commercial Banking products knowledge

Job description

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

The Team Manager supports all servicing activities for Business Client Services (BCS). Their responsibilities include leading a team of Associates to deliver excellent customer service across a variety of call types, and supporting the delivery of the Business Plan for the wider BCS. They drive colleague experience and support in ensuring that the Business Client Services teams are highly skilled in dealing with customer queries.

We are currently seeking an experienced individual to join this team in the role of Business Client Services Team Manager.

In this role you will:

• Be responsible for the coaching, development, and performance management of their teams.
• Lead a team of associates to align to HSBC’s shared ambition and values delivering fair outcomes for customers.
• Ensure customer satisfaction is achieved by leading the teams to consistently deliver excellent service.
• Drive engagement around process improvements through ideas in action, closing the loop with the frontline teams when the changes are made.
• Ensure all applicable operational risk HSBC Standards and policies are adhered to by the team, reporting any breaches in accordance with local procedures.

To be successful in this role you should meet the following requirements:

• Have experience in supporting, coaching, and developing colleagues.
• Have problem solving skills with the ability to evaluate, challenge and formulate workable solutions, and strong written and verbal communication.
• Have strong stakeholder management skills and experience.
• Have effective time management skills with the ability to effectively prioritise value adding and growth activities.
• Knowledge of Commercial Banking products, services, and systems such as Browser Main Menu would be advantageous but are not essential.

*Please note: This role is based at the Leicester office. The successful applicant will be required to spend at least 3 days a week at this location or out visiting clients. Hybrid working is available, but the role holder will need to live within a commutable distance of the aforementioned office. This role involves a rotational shift pattern: 35 hours per week, across the opening hours of 8.00am - 8.00pm Monday to Friday, 8am to 2pm Saturday.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click on this link.

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, 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]