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
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.