MANAGER- GCC

Job Description

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

• Projects and analysis

Key activities areas

• Real-Time monitoring of call center activity, Oversee Incident Management, Responsible for mobilization
• Oversee Incident Management handling of Command Centre Analysts
• Responsible for call efficiency & SME knowledge of routing during planned and unplanned System Maintenance / Outage and IT issues. By the Contact Centre liaison with IT and the other technical teams to find the solutions for the contact centers. Creation of team processes and procedures
• Creation and maintenance of site BCPs with regards to call routing.This includes being involved in the regular BCP testing to ensure all working as expected.
• Working towards service level goals deploying course direct actions to identify and minimize risk
• Ensure completeness of deliverables as required and document results and present findings to management
• Workforce Planning for Short term and Long term
• Scheduling resources as per demand
• Suggest and implement optimization opportunities.
• Diagnose and resolve complex to moderate issues
• Act as an SME for the functional area

Weighting %

• 30%

Principal Accountabilities

• Service Delivery

Key activities areas

• Building strong and constructive relationships, adopting a joined up approach, with key stakeholders to deliver business requirements at pace
• Provide on call service to all business areas outside of Command Centre operating times - including Incident Management and investigating urgent issues.
• Work with and influence both internal and external senior stakeholders
• Manage delivery within agreed timelines and as per agreed quality standards.
• Independently interacts with business partners to understand business need and translates to technical specifications. Assist in developing and testing new information infrastructure.
• Conducting group meetings paying special attention to quality of content, output and control
• Working in conjunction with wider planning and support teams

Weighting %

• 25%

Principal Accountabilities

• Operational Effectiveness & Control

Key activities areas

• Sets up quality control framework and ensures adherence and constant improvement.
• Accountable to ensure quality and process control
• Review, analyze, and present elements of planning & performance
• Sets up QA/QC framework and ensures adherence and constant improvement.
• Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals
• Ensuring action changes in real time to deliver best performance output and producing impact assessments and intraday performance scenarios resulting from non BAU circumstances

Weighting %

• 20%

Principal Accountabilities

• Leadership & Teamwork

Key activities areas

• Challenge and innovate ways of working to find best practice
• Undertake various adhoc projects relating to service level management and / or call journeys, including liaising with and managing expectations of various different stakeholders such as Site Heads, Project Managers and other WFM members.
• 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.
• Develops business and technical knowledge of team members and identifies opportunities of improvement.
• Develop and maintain working relationships and work well with all levels of management and business partners

Weighting %

• 25%