CC Team Leader

HSBC Holdings plc; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

HSBC Holdings plc in Malaysia seeks a High Value Agent to serve as SME and first contact for floor support across Voice and Conversational Banking. You will guide agents in real-time, handle referrals, and support investigations to ensure service excellence.

You will monitor queues, provide coverage, coach new hires, and work with managers to improve processes while maintaining regulatory compliance and a high performing culture.

Qualifications

• Proficient in English, Traditional Chinese, and Simplified Chinese.
• Flexible shifting schedules.
• Strong analytical and problem-solving skills.
• Team player with customer-centric mindset.
• Able to work in a high-volume, fast-paced environment.
• Proficiency with PCs and basic software.

Responsibilities

• Serve as SME and first contact for floor support across Voice and Conversational Banking.
• Monitor queues and coordinate immediate operational actions.
• Provide Team Manager coverage during meetings, leave, or other absences.
• Review complex customer cases and advise agents before escalation.
• Support complaint investigations by gathering facts and reviewing interactions.
• Perform trend analysis on referrals, complaints, quality findings, and metrics.
• Deliver floor coaching and knowledge refreshers to teams.
• Onboard and buddy new hires until proficient.
• Undertake simple Material Risk product sales where regulation permits.

Skills

English proficiency

Chinese proficiency

Communication skills

Analytical thinking

Problem solving

Team work

Customer-centric

PSDM

Coaching

Adaptability

Job description

Why join us?

HSBC offers a wide range of opportunities to develop a fulfilling career within the organization. We aim to be the best place to work where everyone has a chance to achieve their full potential, regardless of their background. Our culture values diversity and inclusion while encouraging people to always do the right thing and act with integrity. We promote a speak up culture and a supportive environment. All these with a market-competitive benefits!

The Opportunity:

• 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).
• First point of live contact for high-value and international clients reaching out to the bank for specialized services.

What you’ll do:

As High Value Agent, serves as the operational Subject Matter Expert (SME) and first point of contact for floor support, ensuring smooth day-to-day operations across Voice and Conversational Banking. The role provides real-time operational guidance, manages customer referrals and escalations, supports complaint investigations, performs operational analysis to identify trends and performance gaps, delivers coaching and knowledge refreshers, provides Team Manager coverage when required, and supports inbound customer interactions during peak demand. The role partners closely with Managers, Team Managers, Quality Assurance, and business stakeholders to drive service excellence, operational efficiency, regulatory compliance, and high performing culture team. The role holder is responsible for:

• Act as primary floor support (SME) for inbound Voice and Conversational Banking operations, providing real-time guidance to agents on procedures, systems, and customer scenarios.
• Support Team Managers in maintaining service levels by monitoring queues and coordinating immediate operational actions.
• Provide Team Manager coverage during meetings, leave, or other periods of absence, ensuring business continuity.
• Monitor queue performance and resource allocation to maintain service levels and customer experience.
• Proactively identify operational risks and accelerate issues that may impact customer experience or regulatory compliance.
• Manage customer referrals and escalations, ensuring timely resolution and appropriate ownership.
• Review complex customer cases and provide guidance to agents before escalation to supervisor.
• Support complaint investigation by gathering facts, reviewing interactions, and recommending appropriate resolutions.
• Perform trend analysis on referrals, complaints, quality findings, customer feedback, and operational metrics.
• Identify recurring knowledge or process gaps and provide actionable insights to Team Managers.
• Produce regular operational reports and recommend improvement opportunities to enhance productivity and customer outcomes.
• Handle inbound Voice and Conversational Banking interactions during periods of high volume or business contingency to support service level achievement
• Manage complex, sensitive, or high-risk customer interactions requiring advanced product or process knowledge.
• Identify process inefficiencies and recommend improvements – simplify to amplify and improve customer experience.
• Deliver floor coaching and knowledge refreshers based on observed performance gaps.
• Support onboarding and buddy new hires until they demonstrate operational proficiency (side-by-side coaching, refresher and etc).
• Undertaking simple and Material Risk product sales (where regulation permits), using prescribed HSBC sales process to discover customer/client needs.
• Use the prescribed HSBC sales process to discover customer needs and this should be under regulation.
• Enabled multiple products and can demonstrate customer centricity to deliver excellent customer service across all customer segment and proposition from day to day.
• Readiness on cross channel customer interaction and resilient to work in an agile way to achieve business aspiration.
• Responsible for escalations, delivering timely, empathetic and efficient end-to-end resolution of customer complaints within regulatory and internal SLA’s.
• Ensure all customer interactions and operational support comply with HSBC policies, regulatory requirements, and risk appetite.
• Promote a strong risk and control culture by identifying potential control weaknesses and escalating concerns promptly.

What you will need to succeed in the role:

• Must be proficient(read and write) in the English, Traditional, and Simplified Chinese required by the process.
• Open to working flexible shifting schedules.
• Strong analytical and problem-solving skills.
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
• Takes 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 specialised 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.
• Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals.
• Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment.

What additional skills will be good to have?

The desired candidate must meet the following qualifications:

• All applicants must be Premier certified and trained to all skills.
• All applicants should have served at least 18 months in their current functional role and department company.
• Have not been on ANY form of Corrective Action and PIP within the last 6 months from the date of application.