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Learning Assistant Manager

Dec 01, 2017
Vancouver, British Columbia
Early Career


Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of a Learning Assistant Manager include the following:

To motivate and lead accreditation training for team of new recruits or newly cross trained executives to handle customer calls in a contact center environment for both onshore and offshore teams. Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the training and takes responsibility and accountability for the accuracy of information delivered. When not conducting training will provide floor support and take customer phone calls to keep current with accreditations.

Principle Accountabilities:

  • Sets proper trainee expectations and provides high quality, effective training which incorporates the HSBC brand values.
  • Produces accurate training documentation within agreed timescales and in conjunction with Learning & development, the global support utility and HR as required.
  • Ensures that all pre and post course preparations are done in a systematic and planned manner.
  • Committed in achieving department and organization goals and objectives
  • Designs assesses, coordinates up-to-date training plans and curriculum liaising with the global support utility, Learning & Development, customers, direct reports and line managers as required
  • Takes customer phone calls when not in training class and ensures all certification levels are maintained
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Take full accountability for the leadership, coaching, performance and absence management the classroom
  • Managing employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
  • Embed a Best Place to Work environment for all your team
  • Support individuals through the welcome and on-boarding stage of the induction program and set stretching goals for self and team
  • Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
  • Demonstrates professionalism and confidence
  • Maintain best place to bank principles through coaching and training
  • Promote an environment that supports diversity and reflects the HSBC brand.
  • Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers
  • Maintains HSBC internal control standards
  • Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
  • Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.


Knowledge & Experience / Qualifications:

  • Training experience in a call center environment.
  • Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company
  • Demonstrated experience and knowledge of all products and propositions in contact center scope
  • Demonstrates ability to manage and control groups with focus on group dynamics
  • Must be proficient in the language(s) required by the process
  • Open to working flexible shifting schedules
  • Understanding of internal control, risk management (operations), and quality audit parameters
  • Experience in creating curriculum, presentations and facilitator guides.
  • Computer literacy (word processing, spreadsheets and database applications)
  • Excellent oral, written, and interpersonal communication skills
  • Ability to express ideas clearly and concisely
  • Ability to adapt in a dynamic and fast-paced environment
  • Must have proven ability to rapidly develop and deploy training solutions to support program

HSBC Proud

In 2016, HSBC Bank Canada was named one of the "Best 50 Corporate Citizens" in Canada by Corporate Knights magazine for the fifth consecutive year.

Here are some of the reasons why:

Career Development: Within current role, as well as Canadian and international opportunities

Company Reputation: Offering prestige, strength, and longevity

Business Growth: Underpinned by our drive, and the highest banking standards

International Connectivity: Opportunities build global relationships and professional networks

A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization

Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make

Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world's largest banking and financial services with assets of US$2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.