Job description Some careers open more doors than others. If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. At INM WPB, the Sales Coaching Team is responsible to drive the overall Learning Culture through regular and structured interventions. These interventions are done with the MSF In-house & Branch Banking Staff, TPSA Staff (Sourcing Cards & Personal Loans) and Lead Generators (who support sourcing of Mortgages & RBB). Coaching activities driven by this team can be summarized under 4 broad heads: 1. Training v The Coaching Team conducts structured Onboarding Trainings for new joiners and ensures they complete all the mandatory e-learning modules and Role specific trainings (Virtual/Classroom/Systems related) prior to them being Certified as Fit for Purpose (FFP) within the defined timelines. FFP is a process defined internally within the channel v These are structured ongoing trainings which are delivered basis a pre-defined calendar on a monthly basis. These include important /urgent downloads and updates in addition to re-iteration on product/process/policies. 2. Coaching v These are need-based sessions conducted with bottom 20% performers with the objective of supporting the staff in this category to improve their performance on areas of improvement identified. v These interventions are guided by the analytical inferences drawn basis various Performance MIS which are shared Centrally v Skill- based training requirements are addressed through Product/Process/on-the-job trainings while Will -based requirements are address through behavioral trainings v The impact of coaching is evaluated basis their 30days,60days and 90days performance of post the coaching period 3. Hygiene & Controls Review v The Coaching team also supports business by conducting internal checks on critical hygiene aspects of the region within the Channel. For e.g., IWP Recon/Balancing checks, Input Quality tracking and Complaints Management are some critical checkpoints reviewed by this team v Gaps identified (if any) are highlighted to the Regional Leadership and a follow up is done to ensure timely remediation of these gaps 4. Driving Culture v Coaches work closely with Frontline to ensure the Customer Experience indicators as depicted on various platforms (Complaints, iNPS, Customer appreciation mails) are constantly monitored and improved v iNPS tracking is driven rigorously by this team by recognizing good staff behavior basis feedback provided by the Promoters. Also the learnings from the feedback provided by Detractors are shared with all the concerned staff in order to meet customer expectations effectively through right behavior v Coaches play the role of Culture Catalysts by driving the right behavior among staff and also by ensuring the staff who have exhibited behavior aligned to HSBCs Values are recognized on various Formal & Internal Recognition Platforms Coaches play a pivotal role in binding the teams together through various Staff Engagement activities - celebration of success/festivals/staff birthdays or important professional milestones, etc. Requirements Qualification . Graduate / post-graduate with minimum of 8 years' experience. . Sound Telesales background which includes experience managing alternate channels . Total work experience of at-least 5 years with a minimum of 3 years' experience managing large business independently. . Good Communication Skills . People Management skills with an ability to drive and motivate individuals to achieve Business Target . Good Coaching and Counseling Skills Useful Link Link to Careers Site: Click You'll achieve more at HSBC. HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited, India
