Financial Support Training Manager – Global Payments Solutions(Previously GLCM Digital) GSC's

Business: Global Payments Solutions*
Open positions: ‎1
Role Title: Financial Support Training Manager - Global Payments
Solutions*
Global Career Band: ‎6
Location (Country / City) : Egypt/Cairo
Recruiter Name: Nada Samhan
Why join us**
An FST Learning Delivery Manager is responsible for the delivery of training
within the CMB Financial Support Team (FST). The training will typically be
complex in nature, skills based and will cover all media of learning (mainly
instructor led). The FST Learning Delivery Manager will be responsible for
(but not limited to) interpreting the training guidelines/instructor notes to
deliver learning befit for the audience (across multiple grades). The FST
Learning Delivery Manager will be expected to adjust and respond to audience
needs in an independent manner and have the ability to manage large groups of
individuals through the delivery stage of the training cycle. The Learning
Delivery Manager is responsible for managing feedback and upwards escalation
and suggestions for improvements of learning assets. The Learning Delivery
Manager (through the training delivery) is ultimately responsible for the on-
going development of FST Financial Support Managers and the delivery of fair
outcomes to customers experiencing financial difficulty. The Learning Delivery
Manager will be a mentor and coach and will provide expertise to the
Operational teams to continually develop and professionalise team members
within FST.

The Opportunity:
Role Context;
* Engaging with Customers/Stakeholders/Colleagues
* Working in a Dynamic Environment
* Working Responsibly
* Understanding the External Marketplace
* Customer centricity
* Managing Business Information

What you 'll do:
Role Responsibilities:
Customers / Stakeholders
A Learning Delivery Manager is a credible professional, able to meet the skill
and delivery needs of the FST team in order to deliver appropriate and
sustainable outcomes for our customers.
The role of Learning Delivery Manager is responsible for; (not exhaustive)
* Working with stakeholders/team members to ensure Learning solutions best meet the needs of our customers and HSBC. This could be through the development of strong call skills that focus on achieving fair customer outcomes or by enhancing systemic and technical capability, management development opportunities and coaching gaps.
* By working with stakeholders/team members to further diagnose Learning gaps in the quality of customer interactions (training courses) and implementing improvement plans to capitalise on that opportunity to enhance performance.
* By working with the wider FST department to improve capabilities of FST through education, coaching and training sessions and refreshers.
Leadership & Teamwork
A Learning Delivery Manager is responsible for the execution of specific
training delivery based on Learning Needs Analysis/ Training requests and
Design completed. The incumbent is responsible for ensuring the
delivery/learning needs are met based on the brief. Ultimately the Learning
Delivery Manager is responsible for delivering learning that develops
capabilities in the broader FST team by;
* Being skilled in the latest learning technology and media by being up-to-date in the latest training methodology and market practices.
* Communicating in a clear and succinct manner through the training delivery to ensure the training "will land" and meet performance expectations (through feedback and training observations)
* Demonstrating a concern for the needs and expectations of our customers.
* Support an environment that cultivates diversity and engenders innovation.
Operational Effectiveness & Control
To ensure their team meet the behaviour standards for quality, efficiency and
effectiveness.
To adhere to all regulatory requirements and FST Operations policies and
procedures within Training Delivery. Coaching/Training team members team where
needed to ensure compliance related matters and guidelines are embedded in
Learning material and are aligned to all FST processes and procedures.
To be vigilant in the identification and control of risks. Collaboratively
working across the operation to escalate/report/resolve issues, suspicious
activity or lapses of controls observed.
Requirements
What you will need to succeed in the role
Skills
* Fluent in English.
* Excellent communication skills - both verbal and written.
* Strong computer skills e.g. excel, powepoint.
* Training qualification desirable (but not essential)
* Experience in working in a learning environment where innovation and creativity is key.
* Ability to delivermaterial eithe rface to face, or virtually when needed
* Experience in the delivery of learning activity in classroom environment, coaching individuals and group facilitation to a wide range of stakeholders (multiple grades)
* Experience in working with a broad range of stakeholders.
* Experience working in an relevant environment/s i.e. Financial Services
* A desire to find ways to continually improve the service delivered to our customers.
* Positive attitude - demonstrating teamwork and cooperation towards the achievement of operational goals.
* Committed and enthusiastic to an ever changing environment.
* An enthusiasm to continuously develop yourself and learn new skills
Experience of planning and prioritising their own time effectively to deliver
to deadlines.
What additional skills will be good to have? __
* Experience and proficiency with web-based technologies.
* Position requires technical knowledge where GLCM Digital experience is asset.
* MS office.
* MI and Reporting/ Real time management.
* Previous experience working in a banking or financial environment

Link to Candidate User Guide:
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Go to the below link and type "IND GSC : IJP Applicant User Guide" in search
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You 'll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, color, national
origin, veteran status, etc., We consider all applications based on merit and
suitability to the role."

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