For this assignment, the elected job is Customer Advisor in the bank HSBC. This job is interesting to study because it is multi-tasking and requires soft skills. What's more, the banking context is very specific, for it deals everyday with sensitive data and complicated situations. HSBC being a multinational bank, several types of recruitment processes might be performed around the globe, that's why we will focus on a job in Paris.
Firstly, we will introduce the job of Customer Advisor as well as the HSBC strategy and culture. We will then talk about the selection process and the required criteria, and conclude on the consistency with the culture.
[...] Since 2017, its strategy is focused on developing its product range, for better customer service: putting in place an omnichannel approach, the bank tries to offer as many products as possible through diverse channels (agency, the internet, smartphone, etc.). It tends to develop its network of agencies abroad. The culture of the company is described as following: risk management, speed and responsiveness, focus on performance and quality, integration, sustainable development. Very focused on a rapid response to any problem which might arise, its employees are encouraged to be responsive and privilege quality. [...]
[...] Firstly, an application through a resume will be the first step. Screening the resume of each applicant will allow eliminate those who don't have a banking background. This is linked to the criteria n ° 2 (expertise about banking services) Then, a performance sample will be held, with a work simulation: by groups of three, the candidates will have to perform a real situation of client meetings, with specific demands decided by the recruiter. One of them will be the client, one is the Customer Advisor, and the last one will perform another department's support. [...]
[...] We know that a good cultural fit is more likely to stay in the company for a long time: this is the objective of the company. It is possible to add to the future manager and/or future team members in the last step of this process, to operate the best fit possible. Conclusion In conclusion, this selection process is consistent with the criteria, as each step serves a purpose and will allow screening down the candidates. In addition, it is also consistent with the HSBC culture and strategy: providing multichannel services and products, its Customers Advisors must know very well all kinds of products, and when to offer them. [...]
[...] Obviously, certain products are specific to the HSBC company, but others are common to all banks. Thus, a previous experience in the banking area is almost a requirement Work collaboratively with other departments: as the Customer Advisor is the first line between the customer and the bank, he will receive all kinds of demands, which will then be processed by other departments. A collaborative mind is then absolutely required to respond as best as possible to the customers. Selection Process The selection process for this job will include several steps: 1. [...]
[...] What's more, quality of service is highly required, which is linked to the customer service skills: even when a Customer Advisor doesn't have the answer to a specific question, excellent communication skills will be sufficient to satisfy the customer on the short-term (on condition that a more appropriate response is provided later). Speed and responsiveness are also part of the job, and will be tested through the work simulation. References Behson, S Employee selection course HSBC France About HSBC. Available at: https://www.about.hsbc.fr/fr- fr/our-company/our-values National Careers Service Banking Customer Service Adviser. Available at: https://nationalcareers.service.gov.uk/job-profiles/banking-customer- service-adviser Onisep Chargé/Chargée De Clientèle Banque. Available at: http://www.onisep.fr/Ressources/Univers-Metier/Metiers/charge-chargee-de- clientele-banque Rahman, M SWOT Analysis Of HSBC. Howandwhat. Available at: https://www.howandwhat.net/swot-analysis-hsbc/ UCAS Banking Customer Service Adviser. [...]
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