Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Analyst Control Tower.

In this role, you will:

• Provide analytical and strategy support to business and workforce management individuals, independently interacts with business partners to understand business need and translates to technical specifications.
• Ensure completeness of deliverables as required and document results and present findings to management, take ownership and actively manage project timelines. Execute standard reports, processes, files, and implements predefined algorithms
• Planning and forecasting, manages couple markets under contact center and prioritizes resources and processes from planning perspective to support business.
• Suggest and implement optimization opportunities.
• Diagnose and resolve complex to moderate issues
• Act as an subject matter expert for the functional area, manage delivery within agreed timelines and as per agreed quality standards.
• Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals

To be successful you will:

• Bachelor’s degree, knowledge of contact center business, metrics and operations
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals
• Experience of building and maintaining strong relations with Business Areas
• Excellent decisionmaking skills, able to convert unstructured business requirements into a structured project.
• Keen eye for detail, committed to producing work of the highest quality Strong analytical skills with ability to interpret data and arrive at meaningful conclusions.
• Ability to identify and implement key efficiency and productivity change including overall operations effectiveness and other production management tools.
• Good organizational, analytical, problem-solving and verbal and written communication skills.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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.

***Issued By HSBC Electronic Data Processing (India) Private LTD***