Job Description The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. 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. Principal Accountabilities: Key activities and decision making areas • To drive processes to meet and exceed the AOP revenue and expense targets of Personal Loan • To get a robust Third Party Sales channel created in conjunction with the multiple stages & teams involved. • End to end process flow management w.r.t. Sale for the product in a particular location. • Close monitoring the performance management of the Vendor for the product under the basket of products allocated to the particular vendor. • Attaining specific / measurable goals to meet Annual operating plan. • Liaising with Internal and External Customer (TPA) to ensure smooth operations at Contact center. This involves • Login Headcount • Campaign Planning • Regulate processes like OJT and Development Plan • Login Flow across All stages – CRU, CCR & FOS • Fulfillment Process • Assigning specific and measurable goals for process managers to meet Annual operating plan. • Ensure Quality of sales to target Disbursement of 35%+ CUSTOMERS / STAKEHOLDERS • Complaint Management: To support the Complaints Team with adequate information and facilitate resolution and ensure that Sales related Complaints are well within acceptable levels. • Customer Experience: • To ensure Quality score of each process is above benchmark. • To ensure Calibration Variance of each process is within set limits. • Support the Quality Team to ensure optimum service delivery and enhanced customer satisfaction. • Sales Quality Audit scores: To ensure there are no adverse audit comments and audit recommendations are implemented on time. • Service Level Standards: Measure and track the performance of Vendor channels against agreed service level standards. • Process: To regularly benchmark in-house practices and processes and initiate required changes, which will accelerate growth for the Centre. • Penetration of Existing Base: Evaluate features, profitability, and positioning of products and ensure maximum penetration on the existing base by closely working with the Process Managers