Ming Yan

“I could progress quickly because my managers have been supportive in providing me with step-by-step guidance, whether in career directions, training or people development programmes. ”

How’s your career development thus far in Contact Centre and Remote Channel?

I joined the team right after graduating from Newcastle University in Marketing and Management. In three years, I was promoted for three times, from Customer Care Office to now Senior Team Manager. I have also received a few awards from the industry in the categories of Best Customer Service Professional in Asia Pacific and Global Best Customer Service Professional.

What’s it like to work at HSBC?

HSBC offers numerous opportunities and extensive support to its people to help them succeed in their careers. From the day you join, you will be given comprehensive training that ranges from banking knowledge to various kinds of soft skills to kickstart your career. There is a clear career path to help you move forward. I’ve been following these directions to help me advance in a fairly short time. You can also explore other opportunities across the bank.

People say helping customers offers great satisfaction. Do you agree?

For me, satisfaction arises from receiving appreciation from customers. I genuinely feel great when I get positive feedback from the customers that have interacted with me.

What are your thoughts on the team spirit and culture here?

We are like a family. Given that we work in shifts, it’s crucial for us to have a good rapport that allows us to support each other so that we can make the best use of the flexibility in our work schedules. That’s why our culture is well known for being very friendly and supportive. We have many departmental and team-based activities to strengthen our relationships.

A caring culture can also enhance productivity. We have the option to apply to work from home on some days.

What is the most valuable thing you’ve learned with HSBC?

The learning opportunities here are endless. I am currently working in the frontline team and collaborating with different departments such as the revenue team and resource planning team. This experience has broadened my knowledge and skills while helping me explore other roles in the bank that I may want to pursue in the future. That’s the merit of being part of a large organisation like HSBC.

The most valuable thing I’ve learned is how to strike a balance between observing procedures and working in an agile way. For example, we absolutely need to observe the compliance and risk control procedures, which often requires more patience from our customers, but you can always find ways to enhance their experience while ensuring that you’re doing the right thing. I’m grateful that I’ve acquired this valuable skill at HSBC.

What’s next for your career?

My team manager has been coaching me every step of the way, prompting me to think about my future and suggesting roles with bigger exposure. She has also been providing me with all the necessary teaching and guidance.

I admire the career trajectory of our department manager. She started as a customer service officer, then she left the department to work in another department where she acquired additional skills, and then came back. That’s one of the great things about working at HSBC – you can explore many opportunities across the bank to find a career path that suits to you.