Vice President Contact Centre Inbound Operations

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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. Principal Responsibilities -

The Job-Holder is responsible for

1) Management and oversight of third-party inbound services and overall, India Contact Centre Inbound Service levels

2) Oversight of Quality and Service Outcomes for the  inbound operations

3) Ownership and governance of the Contact Transformation Programme

The aim is to build the best in class Contact centre in India.

This job will carry out some or all of the following tasks:

• Accountable for delivery against Contact Centre targets and service levels and ensuring the Contact Centre is operating optimally
• Ensuring that all third-party inbound services meet the required standards and service levels. This involves regular monitoring and evaluation to maintain quality and efficiency.
• Monitor Service Quality and take action where required
• A thorough oversight of all inbound operations, ensuring that processes are streamlined and effectively managed to optimise performance and customer satisfaction.
• Analyse business performance and people engagement information and track performance in line with our business strategies and regulatory requirements, then apply remedies where necessary
• Ensure that processes are fitting for efficient operations
• Actively performance manage staff to maintain a high level of service quality and operational efficiency
• Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards
• Ensure customer satisfaction is achieved by leading the team to provide consistent, excellent service, in line with stipulated customer experience outcomes.
• Actively identify, propose, and implement improvements related to processes, systems, and people engagement, in order to improve customer experience and/or Contact Centre productivity and efficiency outcomes
• Ownership and governing the Contact Transformation Programme, focusing on strategic improvements and innovations to enhance customer interactions and service delivery.

Qualifications -

• Gradaute with 5+ years of relevant experince

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India