Transformation and Operation Manager - Contact Centre Business
HSBC Group
Hong Kong, China


Some careers shine brighter than others

If you’re looking for a career that will help you stand out, join HSBC and fulfill your potential.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities.

The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Chatbot Operation and Transformation Manager .

Principal responsibilities

  • Deliver transformational changes in contact centre operational performance through initiatives which are fully aligned with the related global programmes
  • Bring in new process and innovative technology, exploit and leverage on available system features in order to develop new business opportunities aligning a broad understanding of the business strategy, current practices and system capabilities internally and externally
  • Help identify inefficient and incorrect procedures or processes and rectify these to ensure optimisation of all key performance indicators is achieved
  • Make recommendations to improve and streamline current change practices to improve the customer experience, team productivity, and or reduce costs
  • Assist to control, prioritise and implement changes required to improve day to day contact centre procedures, processes and systems
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict
  • Support to drive local teams on delivering against global initiatives whilst ensuring those same global imperatives are reflective of the business needs
  • Analysis customer intent of contacts, develop the right knowledge & response content along with HSBC tone of voice for chat.
  • Requirements

  • In depth understandings of call center dynamics, for example, procedures, operations, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Excellent understanding of the change requirements and implication to call center operations
  • Prefer with chat or chatbot management experience
  • Proven planning and prioritization skills
  • Proven documentation writing and change management experience
  • Proven experience delivering change using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
  • You’ll achieve more when you join HSBC.

    Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

    HSBC is 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.

    Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.


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