Job Description

Job descriptionWhy join us?If you\xe2\x80\x99re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors, and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans, and mortgages, as well as savings, investments, insurance and wealth management. We also have specialized relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net- worth clients.A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.We are currently seeking an experienced individual to join the team in the role of Global Head of Performance & Change. The role holder will be reporting to the Head of Operation Support, Contact Center leading and supporting the business in the achievement of sustainable growth aspirations via elevate contact center support to deliver optimum customer outcomes.In this role, you will:Performance

• Drive contact center performance and identify opportunities for enhancements, streamline processes, deliver operational efficiencies & improve customer experience.
• Manage strategic reviews, processes, and translate overarching strategic objectives of the Group into relevant plans, objective, and measure.
• Analyses business performance information, including Scorecards, AOP and tracks implementation of key strategic initiatives.
• Develop diagnostics and action plans for strategic initiatives & underperforming areas.
• Build strong relationships with market business leaders to understand local market dynamics and customer needs and align contact center strategy accordingly.
• Oversees development of market, industry and competitor analysis ensure effective sharing of information and best practices across the region/ global business and with key stakeholders.
• Support the roll out of the Contact Centre Future State and Contact Centre Automation initiatives
• Drive the revenue generation agenda for group contact center through driving the right behaviors and effective data and analytics
• Managing and overall accountability for the delivery of the Targeted Business Incentive (TBI) for offshore contact centers
• Will be responsible for the Contact Centre Run the Bank forum and Monthly Operational excellence reviews across all SSCC contact centre Markets

• Lead execution of strategic initiatives and delivery of Group/Market Contact Center projects and work streams
• Business case development and supporting approval for funding for contact center
• Establish a professional Project management discipline responsible for driving continuous improvement across SSCC
• Supporting change execution for larger global projects that impact SSCC
• Driving continuous improvements projects across SSCC

• Drive strategy and planning at group level encompassing working with the businesses and entities in formulation of strategy.
• Act as the center of expertise for strategy development and setting key performance indicators.
• Drive monthly performance cadence across SSCC to align to and deliver our strategy.
• Interlock with DnA, CT and Group to coordinate and drive data and MI for the SSCC Contact Centre Operation

• Strong understanding of retail banking channels, products, processes, and markets dynamic
• Strong working knowledge & proven experience in collaborate in cross functional matrix at global, regional, markets, physical + digital channel, GSC & DBS environment.
• Great understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements etc.
• Demonstrated ability to create and drive large-scale programmatic change in large organizations
• Experience dealing with a broad range of insights.
• Excellent communication and stakeholder management skills with the ability to influence senior leadership
• Demonstrated experience in driving transformation, continuous improvement and optimizing contact center operation.

• Ability to set clear strategic direction, alignment with markets, proposition, channels and functions.
• Comfort with ambiguity and ability to navigate through and deliver in changing strategic and commercial contexts.
• Strong analytical and consulting skills.
• Strategic thinker, able to translate long term goals into tangible initiatives.
• Excellent relationship building and senior stakeholder management skills.
• Highly effective communicators with excellent interpersonal skills.
• Proven ability to work in a complex matrix organization.
• High level of energy and enthusiasm.
• Fluent in English, Mandarin & Cantonese. Any additional language would be a plus.

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