The role holder will be reporting to the Global Head of Shared Service Centers. The role will be crucial for leading the strategic direction and transformation of our Contact Centre operations worldwide. To be successful the individual will have to develop trusted relationships with Channels Country Heads, Technology, Procurement and WPB Functional Heads.

• Develop and execute key strategic transformation programs aligned with the overall business objectives of the bank.
• Lead large scale transformation initiatives aim to optimize contact centre operations and enhanced customer experience.
• Drive organizational change management efforts to ensure seamless adoption of new technologies, process and methodologies across contact centre functions
• Identify opportunities for operational improvements and efficiency gains, working cross-functionally to streamline processes and enhance customer satisfaction
• Collaborate with technology, value stream leads and digital tools to enhance customer engagement and deliver seamless omni channels experience.
• Build strong relationships with market business leaders to understand local market dynamics and customer needs and align contact centre strategy accordingly
• Conduct impact assessments to identify potential risks and challenges associated with channel related change initiatives.

• Strong understanding of retail banking channels, services and operations as well as customer behaviours with deep expertise in contact centre strategy
• Strong background of change management and transformation principles, methodologies and best practices with the ability to drive organizational change and adoption at a global scale.
• Demonstrated experience in leveraging technology and digital innovations to enhance customer experience
• Experience in managing complex change initiatives across multiple geographies is preferred
• Strong leadership and communication skills, with the ability to convey complex information clearly and persuasively to diverse audience
• Strong influencing skills with the ability to collaborate effectively with stakeholders at all levels
• Highly analytical and problem solving skills with the ability to use data and insights to drive decision making and performance tracking
• Highly numerate and financially literate.
• Innovative and customer focused mindset with passion for delivering exceptional service experience
• Proactive and driven with the ability to anticipate challenges, size opportunities and develop effective solutions
• Culturally sensitive and understanding of local customer needs within the HSBC values.
• Resilience and adaptability to change