Deputy Operation Manager

The role operates within a HSBC WPB Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times. The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group. Balancing the needs of all stakeholders fairly and equitably. The nature of the role requires the adherence to highly effective resource management techniques to ensure optimal operational efficiency across a wide variety of processes. Staff retention will be a significant challenge due to the increasingly competitive nature of the Contact Centre related services market and the flat management structures. It is essential that the management team is able to lead and motivate staff with widely differing aspirations working in a high-pressure, productivity-based environment where deadlines are critical. Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. Effective people management skills are essential to run this operation. Effective operational risk management and contingency planning will be crucial in developing a climate of trust and confidence. Flexibility and agility are required to deal with any unexpected problems or incidents.