Customer Query Management Center Of Excellence Work Force Management Lead

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 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 realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Customer Query ManagementCenter Of Excellence Work Force Management Lead

Principal responsibilities

• Proactively manage costs and achieve and exceed key performance indicators whilst building a sustainable business mode.
• Execution of the CQM COE WFM strategy across market.
• Collaborative workshops with stakeholders (CQM, Next-Gen Conversational Studio) to define and optimize resource allocation strategies for operational efficiency.
• Provide leadership and direction to the COE team, ensuring alignment with the overall vision and objectives.
• Review key decisions, issues & risks and provides direction
• Engage with business sponsors and CQM country leads to understand COE service requirements and expectations.