Head of Contact Centre Change

4 weeks ago

bangalore, India HSBC Full time

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 62 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 Change .

Principal responsibilities

Develop and execute key strategic transformation programs aligned with the overall business objectives of the bank. Lead large scale transformation initiatives aim to optimize contact centre operations and enhanced customer experience. Drive organizational change management efforts to ensure seamless adoption of new technologies, process and methodologies across contact centre functions Identify opportunities for operational improvements and efficiency gains, working cross-functionally to streamline processes and enhance customer satisfaction Collaborate with technology, value stream leads and digital tools to enhance customer engagement and deliver seamless omni channels experience. Build strong relationships with market business leaders to understand local market dynamics and customer needs and align contact centre strategy accordingly Conduct impact assessments to identify potential risks and challenges associated with channel related change initiatives. Requirements Strong understanding of retail banking channels, services and operations as well as customer behaviours with deep expertise in contact centre strategy Strong background of change management and transformation principles, methodologies and best practices with the ability to drive organizational change and adoption at a global scale. Demonstrated experience in leveraging technology and digital innovations to enhance customer experience Experience in managing complex change initiatives across multiple geographies is preferred Strong leadership and communication skills, with the ability to convey complex information clearly and persuasively to diverse audience Strong influencing skills with the ability to collaborate effectively with stakeholders at all levels Highly analytical and problem solving skills with the ability to use data and insights to drive decision making and performance tracking Highly numerate and financially literate. Innovative and customer focused mindset with passion for delivering exceptional service experience

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