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 Manager- Control Tower

In this role, you will: 

• Real-Time monitoring of customer channels activity, Oversee Incident Management, Responsible for mobilization
• Oversee Incident Management handling of Command Centre Analysts
• Responsible for call efficiency & subject matter expertise knowledge of routing during planned and unplanned System Maintenance / Outage and information technology issues. By the Contact Centre liaison with information technology and the other technical teams to find the solutions for the contact centers. Creation of team processes and procedures
• Working towards service level goals deploying course direct actions to identify and minimize risk. Building strong and constructive relationships, adopting a joined-up approach, with key stakeholders to deliver business requirements at pace
• Undertake various ad hoc projects relating to service level management and / or call journeys, including liaising with and managing expectations of various stakeholders such as Site Heads, Project Managers and other workforce management members
• Ensure completeness of deliverables as required and document results and present findings to management
• Independently interacts with business partners to understand business need and translates to technical specifications. Assist in developing and testing new information infrastructure.
• Conducting group meetings paying special attention to quality of content, output and control

To be successful, you will: 

• Experience: Well versed with customer channels and contact center experience and dynamics, key performance indicators
• Work Force Manager Experience:4years of Experience/Expert in Work Force Management concept and implementation      
• Customer Focus: An Individual demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: An Individual possess strong quantitative, analytical and technical aptitude skills.
• Drive for Results: An Individual possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: An Individual be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: An Individual demonstrate excellent interpersonal skills with all levels of University Graduate with Mathematical or Statistical course work
• Verbal and Written Communication: An Individual possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

You’ll achieve more when you join 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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