We are currently looking to hire a dynamic individual to join our Contact Centre. Please refer to the below job description. Role Title GCCB VP of Contact Centre Technology and Solution Delivery Role Purpose (overall high level summary of the role) - This role will also have responsibility for Contact Centre technologies to help support the Contact Centre with the various technologies they use to work with HSBC Customers. Our Contact Centres across the globe use many different technologies today and it is critical that we have individuals to make sure the technologies are being used for the best interest of HSBC and our Contact Centres. - Some of the Contact Centre technologies that could be included in this role are Genesys, Kana for email, LivePerson for Chat, ChatBots, CoBrowse, Messaging, IVR, Voice of the Customer, iKnow, Agent Coaching Tool, Verint and Agent Desk Top. - This is meant to just serve as an example of some of the types of technologies and is not meant to be an exhaustive list of all the technologies requiring support from this role. This role will also help to Enhance / Optimize the technology, Work on defects and Business as Usual Requests and help lead migrations of new technology or upgrades to technology. - This role will manage and centrally administer these contact centre technologies on behalf of the Contact Centres in the various HSBC countries. This would include day to day requests for changes, enhancements, upgrades, typical administration such as adds and removal of users, etc. - The role should have excellent management skills, experience in typical contact centre technologies with a preference of experience with Chat, ChatBots, LivePerson and Genesys. This role will help to develop the procedures around how the centralized administration team will support the Contact Centres and how to best support Conversational Banking with the development and enhancement of Chat Bots in each of our markets. - This role will help to ensure business optimization as it relates to Technology Platforms. It is a critical link between the Contact Center Business &amp; IT. This role provides Contact Center Solutions for ~17,000 employees across ~29 countries and 36 entities supporting 80-100 million annual multi-channel contacts including Inbound and outbound Voice, Live Chat, Email, Social Media, Digital, etc. This role also works alongside People Experience and Customer Experience providing capacity to enhance our people and propositions technology. Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures Global Change Leadership - Own Contact Centre technology and strategy - Interface with technology resources, IT Resources and Business Resources to ensure the success of HSBC and the usage of the Contact Centre technology - Develop &amp; recommend the GCCB Next Generation Technology deployment roadmap - Assist with technology rollouts - Attend any GCCB governance forums (e.g. market Steer Co) - Act as a subject matter expert to assist markets with technology enhancements/upgrades - Technology changes or features are fully tested and rolled out with quality - Development of best products for HSBC by involvement in user group sessions as an active member of the technology community - Improved technology adoption and related benefits including seamless global change request process Customers / Stakeholders - Ensure Global Standard designs are maintained and followed across all our countries - Handle Business as Usual Requests to make modifications and enhancements to technology Platforms - Assist country with escalation of issues and help bring to final resolution - Effectively and timely communicate enhancements, new features, changes, etc to required stakeholders - Viewed by business functions as professionals who add value - Group Standards production in line with local/regional requirements - Regular meetings held with key stakeholders and feedback Global Relationship Management - Work with vendors and local countries to identify improvement opportunities and initiatives - Assist other Global Businesses and Functions that may leverage RBWMs technology investment and infrastructure - Cross channel engagement on any initiatives e.g. Chat and Email, working closely with the GCCB Customer Exp/Multi-Channel team - Ensure good governance and alignment with GCCB objectives - Work closely with Reporting and Analytics, Global Command Center and IVR teams - All countries remain on the same versions to take advantage of the same features across our Contact Centers - Reports meet the strategic needs of the business and the Global Contact Center Business. - Development of highly committed and delivery focused teams, consistently delivering high quality results - Stakeholder feedback - Evidence of behavior Operational Performance &amp; Control - Provide SME consultancy on business performance by analyzing and comparing to latest technology - Assist countries in identifying performance and/or systems issues - Make recommendations to country Heads of Contact Centre on performance improvements - Input to AOP to ensure appropriate resources (IT etc) are included in market and/or global AOPs - Assist countries in adherence to Group FIM requirements - Evidence of improvements/efficiencies made Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities) - Managing changing priorities and produce outputs to a high standard relevant to a variety of stakeholders. - Working with the countries to ensure a globally consistent service is provided while maintaining compliance with external regulatory requirements, internal control standards and Group compliance policy. - Working across multiple countries and time zones - Working with the vendor and internal IT to resolve escalated issues in a timely manner Role Context (The environment and operating conditions of the role including the extent of guidance and authority) - The role holder must have a sound understanding of Contact Centre Technology and ensure that the procedures/processes used to deliver technology are in accordance with Group Standards. - The role holder will be required to manage multiple complex responsibilities involving interaction with several business areas. - The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. - They will be expected to adopt a flexible approach in terms of working hours, location and travel. Management of Risk (Operational Risk / FIM requirements) - Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies;. - Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. - The role holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviors required to support the Bank's risk management policies. - The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department. Observation of Internal Controls (Compliance Policy / FIM requirements) - Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. - The role holder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. - The role holder will implement the Group compliance policy by containing compliance risk in liaison with the relevant Compliance Department. The term - compliance- embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department if appropriate and by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators. Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD- 000) The role holder will be required to plan and manage large scale and complex Contact Centre technologies with accountability for the continuity of all Contact Centre systems on a local and regional scale Knowledge &amp; Experience / Qualifications - Minimum of five years proven and progressive contact centre experience. Experience with Genesys, telephony experience, Chat, Chat Bots and Live Person is preferred. - Experience in WFM related technology and ACDs a plus - Bachelors degree in business, related field or equivalent experience. Engineering degree a plus - Strong communications, project management, service management, interpersonal, planning, negotiations, decision-making, judgmental, organizational and problem-solving skills. - Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles. - Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills. - Proven ability to coordinate a wide variety of complex solutions and processes, bringing a breadth of experience to the business and seeing the wider implications at all stages. - Proven ability to use pertinent spreadsheet software

Bangalore

HSBC - Vice President - Contact Centre 

HSBC - Vice President - Contact Centre  ,Job Description for HSBC - Vice President - Contact Centre  in HSBC in  Bangalore for (8-15) years of experience. Apply Now!

Job Description for HSBC - Vice President - Contact Centre  in HSBC in  Bangalore for (8-15) years of experience. Apply Now!