VP Remote Tools and Solutions

Job Title: VP Remote Tools and Solutions

This role will have responsibility for Contact Centre digital tools and solutions to help support the Contact Centres with the various digital tools and solutions they use to work with HSBC Customers. Our Contact Centres across the globe use many different digital tools and solutions today and it is critical that we have individuals to make sure the tools and solutions are being used in the best interest of HSBC and our Contact Centres.  Some of the Contact Centre digital tools and solutions that could be included in this role are Genesys, Kana for email, LivePerson for Chat, ChatBots, CoBrowse, Messaging, IVR, Voice of the Customer, iKnow, Agent Coaching Tool, Verint and Agent Desk Top. This is meant to just serve as an example of some of the types of tools and solutions and is not meant to be an exhaustive list of all the digital tools and solutions requiring support from this role. This role will also help to Enhance / Optimize the technology, Work on defects and Business as Usual Requests and help lead migrations of new technology or upgrades to technology.

This role will manage and centrally administer these contact centre digital tools and solutions on behalf of the Contact Centres in the various HSBC countries. This would include day to day requests for changes, enhancements, upgrades, typical administration such as addition and removal of users, etc. The role should have excellent digital product ownership/management skills with experience in typical contact centre technologies with a preference of experience with Chat, ChatBots, LivePerson and Genesys. This role will help to develop the procedures and coordinate around how the value stream/sub value stream and other teams support the Contact Centers through the deployment, integration and commercialization of digital tools and solutions using Agile ways of working. This role will help to ensure business optimization as it relates to Technology Platforms.  It is a critical link between the Contact Center Business & IT. This role provides Contact Center Solutions for ~17,000 employees across ~29 countries and 36 entities supporting 80-100 million annual multi-channel contacts including Inbound and outbound Voice, Live Chat, Email, Social Media, Digital, etc.  This role also works alongside People Experience and Customer Experience providing capacity to enhance our people and propositions technology.

In this role, you will:   

• Own Contact Centre digital tooling strategy. Support the relevant value streams and sub-value streams using Agile ways of working. Interface with technology resources, IT Resources and Business Resources to ensure the success of HSBC and the usage of the Contact Centre technology. Develop & recommend the Global Contact Centre Next Generation Technology deployment roadmap. Assist with technology rollouts. Attend governance forums (e.g. SteerCo, etc.). Act as a subject matter expert to assist markets with technology enhancements/upgrades

• Technology changes or features are fully tested and rolled out with quality. Development of optimized tools for HSBC by involvement in user group sessions as an active member of the digital community. Improved technology adoption and related benefits including seamless global change request process. Product Owner. Vision, Strategy & Value Realisation. Define and communicate the product vision, mission and outcomes aligned to Business/Solution Architects and the Agile Team. Translate customer and stakeholder needs into a clear product strategy and prioritised roadmap. Maximise value delivered by ensuring work aligns to agreed outcomes and benefits. Backlog Ownership & Prioritisation. Own and manage the product backlog end-to-end, ensuring items are well-defined, prioritised and transparent. Write/maintain user stories with clear acceptance criteria and ensure readiness for delivery. Ensure backlog items meet Definition of Ready/Done and support re-use of existing assets where appropriate

• Act as the key interface for users and stakeholders; represent the “voice of the customer”. Maintain strong communication with Business and Technology stakeholders and resolve competing priorities. Ensure stakeholders have visibility of progress, decisions and upcoming work. Work closely with the Agile Team to inspect delivery progress and assure outcomes meet expectations. Ensure timely communication of OKRs, progress, risks, issues and dependencies. Support the team to deliver in line with the product vision and agreed standards.

• Delivery performance: throughput/velocity trends; cycle time/lead time improvements. On-time delivery of committed outcomes (iteration/release). Demo acceptance rate; % stories accepted first time. Transparency: regular reporting delivered on schedule. Own/clarify operational resilience responsibilities for the service/product. Identify and manage risks, controls and resilience requirements; coordinate with relevant leaders. Ensure resilience and risk considerations are built into prioritisation and delivery.

• Risk register maintained; timely closure of actions. Compliance with resilience requirements (e.g., testing, recovery objectives where defined). Reduction in high-severity incidents; post-incident actions completed within agreed timelines. Audit/control findings: number, severity, and closure timeliness. Collaboration, Ways of Working & Continuous Improvement. Collaborate across wider teams and other Product Owners to share best practices and align dependencies. Foster a transparent, inclusive working environment that supports effective delivery. Encourage co-design with VS/SS and continuous improvement in product practices.

• Roadmap and vision artefacts agreed and refreshed on a defined cadence (e.g., quarterly). % of delivered work mapped to strategic outcomes/OKRs. Benefits realisation tracking in place (planned vs realised value). Stakeholder satisfaction with direction/clarity (survey measure). Backlog health: % items meeting DoR; ageing of top backlog items; refinement cadence met. Predictability: sprint/iteration goal achievement rate; variance between planned vs delivered scope. Quality of requirements: reduction in rework due to unclear acceptance criteria; defect leakage attributable to requirements.

• Stakeholder engagement cadence met (show-and-tells, demos, steering updates). Decision turnaround time for priority calls and scope trade-offs. Reduction in escalations caused by misalignment; stakeholder satisfaction score. Cross-team dependency management effectiveness (missed dependency rate, lead time to resolve). Participation in communities of practice; adoption of agreed standards. Continuous improvement actions delivered per quarter; measurable improvements in flow/quality.

• Ensure Global Standard designs are maintained and followed across all our countries. Interact with and fully understands internal users and their needs. Handle Business as Usual Requests to make modifications and enhancements to digital tools and solutions. Assist country with escalation of issues and help bring to final resolution. Effectively and timely communicate enhancements, new features, changes, etc to required stakeholders. Viewed by business functions as professionals who add value. Group Standards production in line with local/regional requirements. Regular meetings held with key stakeholders and feedback. Cross channel engagement on any initiatives  e.g. Chat and Email, working closely with the Contact Centre Customer Exp/Multi-Channel team. All countries remain on the same versions to take advantage of the same features across our Contact Centers

• The role holder will be required to plan and manage large scale and complex Contact Centre digital tools, solutions and technologies with accountability for the continuity of all Contact Centre systems on a local and regional scale (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)

To be successful you will:

• Minimum of five years proven and progressive contact centre or transformation experience. Experience with Genesys,  telephony experience, Chat, Chat Bots and Live Person is preferred.
• Experience in WFM related technology and ACDs a plus
• Bachelors degree in business, related field or equivalent experience. Engineering degree a plus
• Strong communications, product management, project management, service management, interpersonal, planning, negotiations, decision-making, judgmental, organizational and problem-solving skills. Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles.
• Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills.
• Proven ability to coordinate a wide variety of complex solutions and processes, bringing a breadth of experience to the business and seeing the wider implications at all stages. Proven ability to use pertinent spreadsheet software.

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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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