Contact Centre Trainer

Job Summary:International Wealth and Premier Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.Report to:SVP and Head of Contact CentrePeople responsibility: NThis role is primarily responsible for motivating and leading accreditation training for team of new recruits or newly cross trained executives to handle customer calls in a contact centre environment.  Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the training and takes responsibility and accountability for the accuracy of information delivered. When not conducting training will provide floor support and take customer phone calls to keep current with accreditations.The objective of this role is to:Set proper trainee expectations and provide high quality, effective training which incorporates the EDRAS and HSBC brand values.Ensures process training is completed in accordance with the training plansCompletes all administrative tasks including material duplication, manual assembly, supplies requisition, certificate completion, schedule preparation, room readiness and applicable tracking and reporting of informationInvolvement in Materials Development and MaintenanceTake accountability and place emphasis on building on the learning gained from induction and maximizing the speed to competence of all new recruits and monitoring progressSkills Requirements:5-10 years experience in call centreExperience of coaching, monitoring, developing others and motivation skills Demonstrated experience and knowledge o call centre dynamics e.g. procedures, processes and systems used, products sold, agent skills and training, regulatory requirementsUnderstanding of internal control, risk management (operations), and quality audit parametersFamiliar with MS Word, Excel, PowerPoint Excellent oral, written, and interpersonal communication skillsAbility to express ideas clearly and conciselyMust have proven ability to rapidly develop and deploy training solutions to support programAble to work independently and under pressure Please email the respective TA Partner Joyce Lin as part of the Taiwan internal application process when submitting your application.  If you have not been in the same position for 18 months, please provide line manager's approval email. Have you obtained all required license(s) of the position you applied for, according to License Table? Please list out all the license(s) that you have obtained via e-HR  screenshot and supplement any additional ones via HRDirect submission  中文  1. 若您在現職服務未滿18個月,請提供部門主管之同意信件。If you have not been in the same position for 18 months, please provide line manager's approval email.    2.1. 根據License Table (如無權限請自行申請權限),是否已取得所有此職務需要之證照/資格?(是 Yes / 否 No / 此職務不需要證照 Not Applicable) Have you obtained all required license(s) of the position you applied for, according to License Table  (Please apply for access if you do not have it)?  2.2. 請您請至e-HR 查詢並截圖回傳;若您已取得相關證照但尚未紀錄於e-HR 系統上,請至HRDirect 將已完成檢核之證書上傳。Please list out all the license(s) that you have obtained via e-HR  screenshot and supplement any additional ones via HRDirect submission.  ※ Applicants passing resume screening will be notified for interview and next steps. There will be no further notification or message for applicants either not qualifying for or not being selected for the position applied.