Sr International Onboarding Manager

HSBC Holdings plc; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

HSBC Holdings plc in Bengaluru seeks a Sr International Onboarding Manager to lead an inbound high-velocity Sales & Service Contact Centre team of 13–14. You will drive customer outcomes, coach staff, and manage performance against KPIs while ensuring compliance with regulatory standards and HSBC values.

You will apply U.S. onboarding procedures, stay informed on HSBC products, and promote a customer-centric, sales-driven culture with flexible scheduling to meet business needs.

Qualifications

• Must be proficient in English.
• Needs US customer onboarding procedural knowledge.
• Awareness/ proficiency in all HSBC products and propositions.
• Experience of coaching, mentoring, developing others and motivation skills.
• Open to working flexible shifting schedules.
• Must be flexible, customer-centric, sales-driven and have the ability to thrive in a team environment seeking feedback and development.
• Take pride in delivering what is promised in line with the customer and service expectations.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
• Ability to work in a high-volume, fast-paced environment is required.
• Proficiency with personal computers and basic software packages and specialized applications.
• Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations.
• Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service.
• Excellent communication skills.
• Experience of coaching, mentoring, developing others and motivation skills and developing a culture of empowerment.

Responsibilities

• Lead, coach, motivate and develop a team of 13–14 in an inbound high-voice Sales & Service Contact Centre.
• Translate BI data into team performance plans and manage performance against KPIs.
• Manage escalated customer concerns and apply appropriate business judgment on monetary adjustments within authority.

Skills

Team leadership

Coaching

Performance management

Customer service

Regulatory compliance

Operational risk

English proficiency

Onboarding knowledge

Flexible scheduling

High-volume environment

Job description

Job Title: Sr International Onboarding Manager

• Responsible for leading, coaching, motivating and developing a team of 13 to 14 team members in an inbound high voice Sales & Service Contact Centre environment. Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators in line with our business strategies and regulatory requirements (i.e., scorecard).

In this role, you will:

Impact on the Business

• Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)
• Understand Business Intelligence data and be able to translate into individual team performance plans
• Plan and prioritize work appropriately considering importance, urgency, customer and business impact.

Customers / Stakeholders

• Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business.
• Act as a secondary level of complaint as required when calls are required.
• Champion and embrace change and innovation within the team.
• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
• Adhere to local regulations and programs around ‘Treating Customers Fairly’.

Leadership & Teamwork

• Take full accountability for the Leadership, coaching, and absence management of a team of up to 14 FTE handling call types across products and propositions and support with performance management.
• Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
• Understand and translate the immediate business/function strategy into your team and align direction accordingly.
• Drive and coach performance improvement of your team to achieve a high-performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and buzz sessions.
• Embed a best place to work environments for all your team.
• Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team.
• Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them.
• Always demonstrate professionalism and confidence
• Maintain best place to bank principles through coaching and training

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk
• Maintains HSBC internal control standards.
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
• Continually review work practices to improve productivity, whilst identifying activity that compromises ability to

Management of Risk

• Identify and escape risks related to performance gaps, or process misunderstandings in a timely manner.
• Maintain awareness of operational risks and incorporate risk mitigation practices into coaching.

Observation of Internal Controls

• Comply with all HSBC policies, procedures, and regulatory requirements in day-to-day operations.
• Ensure 100% completion of mandatory risk and compliance training for self and team members .
• Maintain accurate and complete records of attendance, coaching sessions, assessments
• Adhere to audit, governance, and documentation standards to ensure transparency and accountability.
• Promptly escape any control weaknesses, breaches, or operational issues in line with defined protocols

To be successful you will:

• Must be proficient in English.
• Needs US customer onboarding procedural knowledge.
• Awareness/ proficiency in all products and propositions
• Experience of coaching, mentoring, developing others and motivation skills
• Open to working flexible shifting schedules
• Must be flexible, customer-centric, sales-driven and have the ability to thrive in a team environment seeking feedback and open to development.
• Take pride in delivering what is promised in line with the customer and service expectations.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast-paced environment is required.
• Proficiency with personal computers and basic software packages and specialized applications
• Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations
• Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service.
• Excellent communication skills.
• Experience of coaching, mentoring, developing others and motivation skills and developing a culture of empowerment.

Hsbc.Com/Careers

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, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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