Assistant Manager – GCCB WFM

3 weeks ago

Bengaluru, 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.

Principal responsibilities

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

Requirements

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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