Assistant Manager – GCCB WFM

3 weeks ago

Bengaluru, India HSBC Full time

Business: GCCB - WFM

Open positions: 1

Role Title: Assistant Manager – GCCB WFM (Individual Contributor) GSC’s

Global Career Band : 7

Location : India/Bangalore

Recruiter Name : Srthi S Thampi

Why join us?

We are one of the best-in-class WFM capability of HSBC. We take care of all the WFM activities of all the contact centers of Retail Banking Wealth Management Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Scheduling and reporting. Team is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. This opportunity can make you part of our WFM capability and get to contribute in bringing efficiency for service delivery across HSBC. This opportunity can make you part of our WFM capability and to contribute in bringing efficiency for service delivery across HSBC.

The Opportunity:

This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning and reporting. This role will be in a team that is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. The incumbent would contribute in WFM deliverables that involve but not restricted to developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role.In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job. Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency. The incumbent would be required to support specific group entity or and business geography. This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.

What you’ll do:

Projects and analysis:

Provide analytical and strategy support to business and WFM individuals. Ensure completeness of deliverables as required and document results and present findings to management Planning and forecasting Suggest and implement optimization opportunities. Diagnose and resolve complex to moderate issues Act as an SME for the functional area

Service Delivery:

Independently interacts with business partners to understand business need and translates to technical specifications. Manage delivery within agreed timelines and as per agreed quality standards. Providing high-quality analytics and solution recommendations to business problems. Manage delivery within agreed timelines and as per agreed quality standards.

Operational Effectiveness & Control:

Accountable to ensure quality and process control Take ownership and actively manage project timelines. Execute standard reports, processes, files, and implements predefined algorithms Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals

Leadership & Teamwork:

Manages couple markets under ASP contact center and prioritizes resources and processes from planning perspective to support business. Develop a highly motivated team with clear goals and ownership with a continuous improvement culture. Uphold the highest level of integrity and act as a role model for all HSBC values and business principles. Demonstrate a commitment to excel and perform to the highest standards. Develop and maintain working relationships and work well with all levels of management and business partners. Requirements

What you will need to succeed in the role:

Bachelor’s degree Knowledge of contact center business, metrics and operations A Team player with good organizational, analytical and problem-solving skills Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals (E) Experience of building and maintaining strong relations with Business Areas (E) Excellent decision making skills (E) Ability to priorities competing demands. Keen eye for detail, committed to producing work of the highest quality Strong analytical skills with ability to interpret data and arrive at meaningful conclusions. Ability to identify and implement key efficiency and productivity change including OOE and other production management tools. (E) Able to convert unstructured business requirements into a structured project. Should be a good team player Good organizational, analytical, problem-solving and verbal and written communication skills. Proven managerial track record. Proven offshore client management track record

What additional skills will be good to have?

Hands on experience in Excel. Reasoning and analytical capabilities. Problem solving capability

You’ll achieve more at HSBC 

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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