Assistant Vice President, Call Center Operations Manager

Job description

WFM was formed as an outcome of the Global Contact Centre Optimisation Programme (GCCO) and Contact Centre Target Operating Model (TOM) to enhance and standardize the operations of HSBC's Contact Centres so we can provide a more consistent, higher quality service to our customers globally

The key role of the Command Center AVP will be:

· Sharing expertise and best practices between countries, allows employees to develop further
· Designing Command Center work flow for all contact centers in HSBC
· Strong stakeholder management
· Providing new technology and tools
· Reducing operating costs while improving efficiency
· Establishes a sustainable platform for exponential sales revenue growth and customer satisfaction
· Extensive knowledge of Contact Center including design, configuration, reporting and analytics
· Preferably 5 plus years work experience with Command Center
· Knowledge of Visio and creating WFM process Flows
· Background to ACD tools (Genesys would be added advantage)
· This role within Shared Service job family supports various functions including Data Management, MI Reporting and analysis. This role will be in a team that is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. The incumbent would contribute in PSM and PMA deliverables that involve but not restricted to developing data marts, developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role. In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job. Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency. The incumbent would be required to support specific group entity or and business geography.
· This role requires the incumbent to provide technical/functional leadership to multiple teams and ensure execution of projects/ analysis as per the agreed timelines and with accuracy and quality from the teams. This position involves people management responsibility for 8-15 FTEs. Principal Accountabilities:

· Projects and analysis
· Strong understanding of financial industry and good business and technical knowledge in the assigned functional areas
· Develop and drive best practices across the teams in the assigned function.
· Demonstrate strong project management abilities in delivering large and complex projects.
· Train team on technical and communication skills.
· Provide technical and business thought leadership to multiple teams

· Service Delivery
· Responsible for delivery of high quality MI solutions for the existing clients / engagements and for the ACOE
· Build a good relationship with the business probing and understanding their needs and identify areas of improvement to enhance current information infrastructure.
· Driving Innovation/Change
· Drives within the team number of ways to do things differently that will continuously improve the business
· Aligns longer term plans with team strategy for maximum return on investment
· Uses an appropriate balance of intuition and facts to make good judgements
· Takes reasonable risks to innovate
· Translates Business Strategic Imperatives into solutions.
· Keep abreast of the latest technology trends in the industry and identify opportunities to implement this in the existing or new solutions Leadership & Teamwork

· Business/Functional Lead across multiple portfolios spanning one or more regions.
· Develop and maintain relationships and work well with all levels of management.
· Actively seeks input from others- encourages and listens to different viewpoints and perspectives
· Uses networks inside and outside the business to provide support in delivering goals
· Builds a culture committed to the delivery of outstanding customer service and healthy, open, transparent, honest team environment.
· Encourages sharing of knowledge and information across teams and leverages from experience and learning from others
· Ability to influence and negotiate across all levels for mutually positive outcome
· Establishes goals, success criteria and performance measures to evaluate the success of major strategic initiatives. Operational Effectiveness & Control

· Drive process re-engineering, improvements in existing delivery mechanism
· Sets clear objectives, defining metrics and key milestones to plan and organize work
· Continuously review key risks and proactively institute controls in place to address the same.
· Support and execute cost improvement strategies
· Responsible for the overall data access and BIRO process.
· Support and execute cost improvement strategies. Major Challenges

· Given the dynamic and ever changing global business situation, the business area supported by this role is expected to steer the business priorities to best suit the situations. This may result in changing priorities for projects and analysis. The analytics team is expected to meander through the same and continue to provide best quality solutions as relevant to the need. The incumbent of this role is expected to surmise the business priority and enable the effective delivery of projects and analysis.
· The role holder should understand the business problem and work within the realm of the overall Shared Services & GCCB organizations to deliver PSM and PM&A solutions.
· The role requires the individual to interact with stakeholders with little supervision. Therefore it is important to The role requires the individual to interact with stakeholders and drive consensus building across a matrixed organization. Therefore it is important to be clear when explaining ideas and concepts to others and ensuring communication is structured and easy to understand.
· The role holder shall be expected to challenge the status quo and recommend solutions to drive automation and drive efficiencies.
· The role holder shall also be expected to guide and lead Sr. Managers / Managers/, from a functional & administrative perspective and help them build a strong business understanding. They shall also be expected to set their goals, track progress against goals and provide remedial action as and when required.
· The role holder shall be expected to understand key areas of expertise within Shared Services that are relevant to his/her function and proactively drive adoption of best practices. The role holder shall also be expected to create replicable solutions.
· The incumbent needs to proactively identify and address the people management related challenges within the team. Assess and manage the business partner expectations. Manage the budget for the team, in case P&L responsibility exists.
· Ability to manage conflicting priorities in day in day out basis would be a critical component in this role Role Context

· The establishment of the Global Resourcing business is a major Group Strategic initiative which seeks to achieve cost savings, service improvements and competitive advantage through the use of the high skill / low cost base available in Asian countries.
· The job holder will be responsible for end to end project delivery and will have to co-ordinate all activities and stakeholders effectively to ensure satisfactory delivery of the required results in a fast-paced environment. Management of Risk

· To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Departments. The term compliance embraces all relevant laws, rules and codes which is applicable to the business.
· To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies. Observation of Internal Controls

· To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Role Dimensions

· The role holder shall have consolidated responsibility to meet the overall customer data, infrastructure and reporting needs of the business partner.

Desired profile

Qualifications :

·  Minimum 3 years within the field of Work Force Management, Command Center, MI Reporting and project management or equivalent experience.
·  Knowledge and understanding of financial services preferred.
·  Good organizational, analytical, problem-solving and verbal and written communication skills.
·  Bachelor's degree in a numerical discipline; Masters Degree preferred.
·  Knowledge of Contact Center Operations and infrastructure, exposure to WFM solutions and reporting tools.
·  Able to convert business needs into technical requirements.
·  Able to convert unstructured business requirements into a structured project.
·  Should be a good team player
·  Proven managerial track record.
·  Proven offshore client management track record

EEO/AA/Minorities/Women/Disability/Veterans