Assistant Manager - Control Tower

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of  Assistant Manager - Control Tower 

In this role, you will:

• Provide analytical and strategy support to business and WFM individuals. 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.
• Ensure completeness of deliverables as required and document results and present findings to management
• Planning and forecasting. Develop and maintain working relationships and work well with all levels of management and business partners.
• Providing high-quality analytics and solution recommendations to business problems.
• Suggest and implement optimization opportunities.
• Diagnose and resolve complex to moderate issues
• Act as an subject matter expert  for the functional area. Manages couple markets under ASP contact center and prioritizes resources and processes from planning perspective to support business.

To be successful you will:

• Bachelor’s degree. Knowledge of contact center business, metrics and operations
• A Team player with good organizational, analytical and problem-solving skills
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals. Experience of building and maintaining strong relations with Business Areas 
• Keen eye for detail, committed to producing work of the highest quality Strong analytical skills with ability to interpret data and arrive at meaningful conclusions. Ability to identify and implement key efficiency and productivity and other production management tools.
• Able to convert unstructured business requirements into a structured project.
• Good organizational, analytical, problem-solving and verbal and written communication skills.
• Proven managerial track record. Proven offshore client management track record

You’ll achieve more at HSBC

www.hsbc.com/careers

HSBC is an equal opportunity employer 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. 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.” 

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