Head of Contact Centre Operational Excellence and Customer Opinion Hotline, HASE RBW

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 Head of Contact Centre Operational Excellence and Customer Opinion Hotline, HASE RBW.

Principal responsibilities

Provide overall leadership for the contact centre, owning end-to-end transformation delivery while ensuring strong day-to-day performance across sales, service quality, workforce planning, and cost/headcount governance. Build and execute delivery roadmaps, coordinate cross-functional stakeholders (IT, Finance, HR, business teams, vendors), and track benefits (KPIs/ROI) to drive sustainable efficiency, customer experience improvement, and operational capability uplift. Develop a high-performing team through clear performance management, coaching, and collaboration to deliver BAU outcomes and transformation at pace.

Requirements

• With at least 10 years of working experience in banking industry, including team management and project management experience.
• Strong experience leading contact center operational excellence and/or transformation programmes end-to-end is preferred.
• Proven ability to manage complex stakeholders across IT, Finance, HR, business and vendors in a matrix organization.
• Demonstrated capability in performance management across sales, service quality, workforce planning and cost control.
• Strong analytical skills with experience defining and managing KPI frameworks and benefits realisation.
• Customer-centric mindset with a track record of improving customer experience outcomes (e.g., NPS).
• Excellent written and spoken communication skills, able to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.
• Dealt effectively with complex commercial information and business challenges to create strategic business plans which effectively deliver results.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.