Team Manager Review

Managing a team of inbound call centre agents as they handle a range of different enquires from all business propositions. Core elements of the role include performance management, absence management, coaching and developing and general support. Monthly one to one meetings to review performance and set achieveable (SMART) goals is also an everyday activity.

I am currently building on existing skills as opposed to learning new skills. The content of my qualification is heavily based on the theory of management and the different methods we use to manage a team successfully. I am currently completing untits based on different legislation which is a little, well boring.

The programme is not the most interesting thing I have ever done however I do understand the importance of knowing the ins and outs of managing. Perhaps the course would be better suited to someone who hasn't managed before, as a lot of what I am doing in the course is what I do everyday.

The programme is very well structured and my facilitator in ALS - is very thorough. We have regular meetings to discuss my progress and also have planning meetings so I know what needs to be completed and when it needs completing by. This helps me manage my time and achieve the relevant deadlines.

My employer is excellent and gives me the time I need to complete the relevant work. Due to the sheer amount of work needed I do have to complete some in my own time but I don't mind this at all. I couldnt ask for more from my employer.

I receive as much or as little as I need from my training provider - all I have to do is ask. I did have to take a 12 month break from the qualification due to COVID and the impact that had on my workload, and ALS were very accommodating.

It doesn't if I am being completely honest. As I mentioned earlier, the content is all theory based and there is a lot about different legislation/acts that I am not sure I need to know inside and out. I am yet to learn anything I can apply to my role.

COVID has changed the activities available as it has for everyone else however there is still lots going on from zoom quizzes, fundraising, coffee meetings via zoom and so on. I don't get involved with much as I have a busy family life outside of work but it is good to see lots happening.

Yes

HSBC has been an incredible employer for me over the last 8 years. I have been able to achieve my career goals so far, and have felt supported whenever I needed. There is an onus on working hard to get fairly rewarded which I have experienced first hand - its great.

Be prepared to work hard if you want to progress. Promotions aren't part of the culture so if you want that next role you need to perform well in your current position and then apply. Also, don't ever be afraid to ask for help - HSBC have lots of support on offer!