• Takes ownership of delivery of business specific process requirements.
• Creates a motivated, highly skilled team to enable operations to meet business objectives.
• Supports the site manager and as appropriate represents the contact centre in transformation projects.
• Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners.
• Local change support when introducing new interventions/procedures.
• Assist in driving the employee engagement to above best in class.
• Identify improvements to the people experience within the people strategy and leverage best practice.
• Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs.
• Ensures process training is completed in accordance with the training plans.
• Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.
• Responsible for the end to end new hire experience and onboarding process.
• Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support.
• Provide support on people experience matters to site leadership to ensure people experience and engagement is maximized.
• Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.
• Conducts audit the auditor duties within the contact centre as required.

• Minimum of 2 years in a customer contact operational business, and/or related management experience with proven and progressive customer service experience or equivalent.
• Proficient in English and local language.
• Excellent interpersonal, oral and written communication skills required.
• Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
• Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
• Ability to work in a dynamic, high volume environment and
• Problem solving and Decision making skills.
• Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering , people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.
• Open to working flexible shifting schedules.