Senior Contact Centre Insights Manager - Contact Centre Business
HSBC Group
Hong Kong, China


Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

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 Senior Contact Centre Insights Manager . Principal responsibilities

  • Support local Head of Contact Centres to ensure Business as Usual delivery of Channel Experience and Global Standards necessary to meet the channel’s business priorities and plans
  • Be a change agent in order to identify Insights via the key sources of operating data, customer and staff voice and via analysis by using analytical tools in voice and chats
  • The role is required to articulate clearly the pains and challenges of our customers and propose improvement opportunities of the overall customer experience
  • Pro actively reduce customer dissatisfaction, improve customer satisfaction and operational efficiencies by challenging processes, policies and strategies
  • Review detailed analysis, customer feedback and available reporting and insight in order to recommend and implement improvements
  • Improve service level by identifying improvements and optimizing resources utilization in working with Operation
  • Make recommendations to improve and streamline current change practices to improve the customer experience, team productivity, and or reduce costs
  • Requirements

  • Sound understanding of call centre or digital channels dynamics, preferably in the finance industry, but not essential
  • Well versed in CRM technology MI experience preferred
  • Detailed Word, Excel and PowerPoint knowledge
  • Analytical, creative thinking and problem solving skills
  • Experience of leading change, preferably within a contact centre environment
  • Planning and prioritisation skills
  • Effective communication, inter personal and negotiating skills
  • Sound decision making and problem solving ability
  • Judgmental skills to identify and resolve problems
  • Experience delivering change using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
  • Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages
  • 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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