Team Lead, Distributor Care

**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.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a **Team Lead, Distributor Care.**

**Principal Responsibilities**
- To lead a team of Distributor Care - Life staff committed to providing a strong and consistent level of distributor service, increasing the distributors’ confidence and satisfaction with AXA
- To ensure tasks and operations are completed within agreed timelines in line with organization’s objectives, vision, values and ambitions
- Responsible for the day to day management of the Distributor Care contact centre to ensure that KPIs are met; handles distributors’ enquiries as and when needed
- Review and schedule work schedule and leave requests so as to allow the contact centre to meet service level commitments and service priorities to customers
- Perform call evaluation and live observation to ensure call quality is consistently achieved
- Identify areas of improvement and be able to introduce new structures and processes as required
- Submit routine reports to management
- Handle complain cases escalated from the team
- Enhance performance of team members through the use of call monitors, team briefings and coaching sessions
- Manage and drive distributor satisfaction process with a continuous aim to increase customer scope results
- Work closely and build up good relations with all other departments; leverage and collaborate to provide a seamless operational process for customers
- Assist with projects when necessary
- To be involved in projects and UAT on customer related topics from time to time
- Other responsibilities and assignment delegated by the Manager/HOD

Requirements

**Requirements**:

- Minimum 2 years of supervisory experience in a contact centre, preferably in an insurance industry
- Team builder with strong people management, coaching and leadership skills
- Positive working attitude with minimum supervision
- Ability to multi-task and have a strong aptitude for problem solving
- Create an environment of trust and achievement by empowering the team to achieve high standards of performance
- Good interpersonal and communication skills
- Good verbal and written communication skills required

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.