WFM Scheduling Assistant Manager - People Experience Ops (AMH)

Job description

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and where 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

In this role, you will:


This role within the Workforce Management job family supports, Scheduling and relationship building with stakeholder. This role will be in a team that is expected to design, develop forecasting techniques along with long term and short term capacity plans which will help business drive informed decisions.

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Accountable for building, maintaining and developing contact demand and impact models using detailed mathematical/statistical techniques and modelling outputs.

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Build and maintain strong working relationships with Operations, Change and other departments to ensure all activities are captured as part of the planning process, and performance tracked against plans

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Plan, embed and develop a process bible that supports the role and activities undertaken.

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Single point of contact between Global teams and respective business.

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Pursue your own development to increase personal effectiveness acknowledging strengths and areas for development.

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Keep abreast with industry developments in terms of best practice and technology and evolve your own and our departments Scheduling strategy's in-line with industry bench marking.

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Maintain open channels of communication with stakeholders on a regular basis to solicit feedback/learning on how your outputs and processes can be improved on an on-going basis

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Demonstrate an understanding of contact centre workforce Scheduling methodology and systems,

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Produce analysis of actual operational performance against forecasts and schedules, and investigate any areas of underperformance.

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Identify, champion and manage technical opportunities to develop/improve scheduling solutions through a controlled change management process and be seen as an expert in Scheduling.

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Ensuring all Ops & Regulatory Change impacts and activities are included in Scheduling, and are supported with “What If” scenarios, to enable stakeholders to make decisions on Service Level considerations.

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Provide the management team with reports on demand trends and Scheduling assumptions. Provide analysis and insight about demand vs supply.

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The role requires the individual to interact with stakeholders with little supervision. Therefore it is important to be clear when explaining deliverables to others and ensure communication is structured and easy to understand

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The role holder shall be expected to challenge the status quo and recommend solutions to drive better Scheduling efficiency. Should have the capability to access the best fitment of shift patterns and should able to change the same basis the needs.

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Apply effective alignment of shrinkage such as holiday entitlements, Coaching, training requirements, team meetings etc across the year, fluctuating accordingly to allow for peak volumes or periods where volumes are low and ensuring holiday allowance per portfolio are aligned to headcount.

· 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 efficiency.
· The incumbent would be required to support specific group entity or and business geography.
· This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.

Projects and analysis

· Ensure completeness of deliverables as required and document results and present findings to management
· Diagnose and resolve complex to moderate issues
· Ensure completeness of deliverables as required and document results and present findings to management
· Workforce Planning for Short term and Long term
· Forecasting accuracy tracking and improvement.
· Suggest and implement optimization opportunities.

Service Delivery

· Independently interacts with business partners to understand business need and translates to technical specifications.
· Manage delivery within agreed timelines and as per agreed quality standards.

· Providing high-quality forecast, analysis and solution recommendations to business problems.

Operational Effectiveness & Control

· Sets up quality control framework and ensures adherence and constant improvement.
· Accountable to ensure quality and process control
· Take ownership and actively manage project timelines.
· Identify opportunities to streamline and drive as per business needs and operational efficiency goals from forecasting perspective

Leadership & Teamwork

Takes up technical on-boarding roles for new team members.

· Develops business and technical knowledge of team members and identifies opportunities of improvement.

· Manages a single team and prioritizes resources and processes within team to support current business.

· Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.

· Demonstrate a commitment to excel and perform to the highest standards.

· Develop and maintain relationships and work well with all levels of management.

Desired profile

Qualifications :

·  Bachelor's degree.
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Knowledge of contact center business, metrics and operations

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Knowledge and understanding of financial services preferred.

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A Team player with good organizational, analytical and problem-solving skills

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Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals (E)

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Experience of building and maintaining strong relations with Business Areas (E)

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Excellent decision making skills (E)

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Ability to priorities competing demands.

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Keen eye for detail, committed to producing work of the highest quality

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Strong analytical skills with ability to interpret data and arrive at meaningful conclusions.

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Ability to identify and implement key efficiency and productivity change including OOE and other production management tools. (E)

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System/Processes – a working understanding of Excel, and high technical capability in e-Work Force Management.

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Customer Focus – ability to demonstrate and encourage in others the highest levels of customer focus awareness to ensure customer service standards are met and exceeded.

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Analytical Skills – proven interpretation and utilization of management information. Ability to be innovative when identifying solutions

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All applicants must have successfully completed their probation period.

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Employees must meet performance and behavioral standards as defined in the policy

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All L7 and L8 applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.

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Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.

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Application form should be submitted along with the current CV.

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All applicants should inform their respective Line Managers of their application.

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All the completed applications should be submitted on or before the closing date.

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The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.

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Right to work is required. Local employment rulings and restrictions will apply.

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Excellent Communication Skills – Written and Verbal (E)

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Flexibility to work in shifts (E)

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***