Some careers shine brighter than others.

If youre 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 Manager - Control Tower

In this role, you will:

• Oversee and manage projects to improve efficiencies whilst remaining compliant with the requirements to ensure maximum calls are made/taken within HSBC, specifically through
• Ensure agreed ASAs and SLAs are achieved through proactive duty management.
• Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses.
• Make real time judgmental calls on dialer efficiencies to maximize contacts, while remaining within applicable regulatory guidelines.
• Effectively leverage technical knowledge of contact management channels to ensure we consider customers expectations while meeting legal and compliance regulations.
• Provide guidance, support and direction to ensure communication channels are set-up in the most efficient and cost-effective structure.
• Work with regional partners to deliver process improvement initiatives.
• Engage with vendors and evaluate whether recommend technologies relevant to Contact Management. This includes but not limited to digital, dialler Operation bulletin, Inbound, workforce management, interactive voice response etc.

To be successful you will:

• This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Real time command center and reporting.
• This role will be in a team that is expected to design, develop and execute management information as also strategic & tactical demand v/s supply plans which will help business drive informed decisions.
• The incumbent would contribute in workforce management deliverables that involve but not restricted to developing whatif scenarios and capacity plans, creating best-fit schedules, working on different analyses to support the different business functions would also be part of the job role.
• In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job.
• Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency.
• The incumbent would be required to support specific group entity or and business geography.
• This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.

Youll achieve more at 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***