Speech Analytics Analyst

Job description

The role of the Speech Analytics Analyst is to lead and direct the performance of all Collections activities across a defined region, collections function or capability. They oversee the successful implementation of all strategic initiatives within Collections for that region/function in order to undertake the collection of arrears across a variety of financial products, in line with the credit loss plan and the target customer experience. The job will involve all or some of the following tasks:

· Oversee the operational performance and minimize risks for their area/function
· Where applicable will leverage the performance of Collections team – transferring/enhancing skills and knowledge, increasing engagement and role capabilities.
· Responsible for optimizing the efficiency and effectiveness of their area/function
· Establish and manage the internal/external operational activities required for delivering positive, sustainable outcomes for our customers across a variety of financial products in line with defined conduct standards and credit loss plan
· Ensure compliance with operational policies, procedures and practice.

Your responsibilities will include:
· Be responsible for Speech Analytic analysis produced within HBEU Collections.
· Be responsible for creating clear visibility of analysis being completed alongside agreed priorities and future work so that stakeholders have full visibility of contribution being driven by Speech Analytics.
· Be responsible for challenging how effectively Collections strategy is deployed by use of Speech Analytics identifying areas of inefficiency or ineffectiveness, and working with Credit Risk Management (CRM ) and the Collections stakeholders on how to deploy more effective strategies to assist Retail Banking & Wealth Management (RBWM) to achieve improvement in loan impairment charge and operational efficiency (cost).
· Be responsible for defining success measures/metrics for Speech Analytics.
· Pro-actively identify strategy improvement opportunities through working knowledge of existing strategy
· Support provision to business areas where queries arise regarding contact strategies or issues.
· Collaborate with stakeholders within CRM and Collections operations and wider analytical community to establish, drive and steer initiatives contributing to transformation within the Bank.
· Built strong stakeholder relationships, adopting a joined up approach, to execute change at pace and with minimum conflict.
· Drive enablement through analysis to identify projects and processes to improve customer experience for the Bank's customers, working with other Speech Analysts within HSBC to highlight the opportunity.
· Independently undertake research and drive ideas to steer the future direction of the organisation through analysis and insights.
· Drive employee engagement of Speech Analytics by supporting development to ensure they meet or exceed their business and personal goals
· Accountable for challenging how strategy is deployed
· Drive a high performance culture through strong leadership and effective people management
· Assign responsibilities to direct reports/project team members, providing them with the direction and confidence to deliver results
· Be responsible for strategy adherence to regulation and adherence to guidelines.
· Be responsible for improvement in area capabilities.
· Accountable for standardising the best practices based on Functional Instruction Manual (FIM) guidelines

Desired profile

Qualifications :

The ideal candidate for this role will have the below experience and qualifications:
·  Highly developed analytical skills to extract information from data and translate to business language and financial impacts.
·  Excellent decision making and problem solving ability.
·  Ability to use data to challenge current work practices
·  Excellent stakeholder management skills and ability to deal with multiple stake holder at any one time
·  Ability to formulate a business problem and translate this into an actionable analytic plan
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  A flexible and adaptable approach to change and will support others to respond in a similar way
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery

In addition to the details listed above, the ideal candidate will have a track record of:
·  Ability to coordinate a wide variety of solutions into one or more projects
·  Excellent written and verbal communication skills
·  Sound judgmental skills to identify and resolve problems
·  Ability to motivate and lead people, employing appropriate management styles

The base location of this role will be Birmingham.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.