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HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Vice President Regional Head of Operations Contact Centres.
Reporting to the Global Head of Shared Services Contact Centres, the SVP / Regional Head of Contact Center has accountability and responsibility for the effective day-to-day operations of all the Shared Operations Contact Centre teams located in the Global Service Centres (GSCs) in India/Egypt. This is a significant and complex leadership role spanning multiple markets and with accountability for Contact Centre service and sales operations regionally of C. 2,500 fte. Scope includes support provided to multiple WPB and CMB entities out of multiple GSCs. Multi Markets supported span the UK, USA MENA and ASP regions with the management of inbound and outbound calls, emails, SMS, social media support and assisted digital services (webchat).
The role holder will be responsible for contributing to and deploying key strategic Global WPB initiatives in the assigned region and will act as the key point of contact for all stakeholders. The role holder will also be expected to align strategies and operational discipline across Shared Services Contact Center teams located in the other sites by working collaboratively with the SVP / Regional Head of Contact Centers, Head of GSC Collections, Head of Control Tower and GSC Head of Fraud operations. The role holder will also be expected to work closely with site leaders and functions in the two sites.
The role holder is expected to develop and maintain excellent business partner relationships a across levels with all countries and entities supported, as well as with the Centre Directors and supporting teams – HR, Risk, Compliance, Finance, Premises, etc.
Business : Global Retail Banking
Principal responsibilities
Impact on the Business:
- Customer Service – achieve core customer service standards through effective operating disciplines, adhering to agreed key performance indicators and delighting our customers wherever possible. Look for continuous improvement opportunities.
- People – drive a highly effective, diversified inclusive and engaged workforce through effective implementation of People Experience Strategies in collaboration with business partners.
- Growth – drive revenue to meet and exceed agreed country targets through inbound and outbound activity.
- Strategy – contribute to and deploy core GCCB strategies for Shared Operations Contact Centres to meet business objectives.
- Finance – manage costs, headcount, and revenue against AOP, proactively seeking opportunities for transformation and continuous improvement.
- Risk – Ensure effective controls are in place to manage risk and remediate all actions identified by the 2nd and 3rd lines of defense. Continually re-assess the operational risks and controls, taking account of changing economic or market conditions, legal & regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- Establish and maintain a culture of awareness, comprehension, and compliance to Financial Crime Compliance
Typical Targets and Measures:
- Service performance indicators.
- Revenue performance indicators
- People engagement indicators
- D&I indicators
- Financial reporting
- Risk reporting.
- Operational Loss reporting
- Stakeholder and business partner feedback
- Reporting dashboard and governance in place
Customers / Stakeholders:
- Lead Shared Operations contact Centre sites to deliver outstanding customer service and sales activities across voice and assisted digital platforms.
- Develop strong relationships across Shared Operations teams, GCCB business partners, support functions and other key stakeholders.
- Manage stakeholder expectations, ensuring the timely / effective resolution of escalated issues and effective communications.
- Creates a vision for the contact Centres which ensures future growth and sustainability in alignment with group objectives.
- Act as the voice of the Contact Centres at key country/ region committee meetings.
Typical Targets and Measures:
- Service and Sales Performance indicators.
- Stakeholder and Business Partner feedback
- Customer Satisfaction
- Customer Effort
- First Contact Resolution
Leadership & Teamwork:
- Create a culture of service excellence - leading, engaging, coaching, inspiring and developing all assigned teams to deliver business performance.
- Role model HSBC’s values and instill trust in others.
- Create a motivated, highly skilled team to enable teams to meet business objectives.
- Primary point of contact for Shared Operations activity within the region
- Work collaboratively and communicate persuasively, emphasizing teamwork, diversity, and knowledge-sharing across teams, functions, regions, and markets.
Typical Targets and Measures:
- Service and Sales Performance indicators.
- Stakeholder and Business Partner feedback
- People engagement feedback
- 360 feedback
- Evidence of best practice
- Succession planning
Operational Effectiveness & Control:
- Maintain effective service management processes through a Governance model which is well defined and maintained for each of the key activities.
- Ensure that related risk components are built into all designs and processes.
- Comply with external regulatory requirements, internal control standards and group compliance policy.
- Maintain compliance risk in conjunction with the relevant Compliance Department.
- Operational risk and internal control measurement
- Reporting and management of risks, issues, and dependencies
- Timely implementation of internal and external audit points together with any issues raised by external regulators.
- Timely completion of mandatory compliance, risk, and regulatory learning modules for self all teams under remit.
Major Challenges:
- Global operational performance - managing service and sales performance across c. 2,500 ft spanning multiple geographies, time zones and languages, and adhering to highly effective resource management techniques across a wide variety of processes.
- Job satisfaction and staff retention – leading and motivating staff in a high-pressure, service and productivity-based environment where deadlines are critical. Effective people management and team leadership skills are essential.
- People development – establishing a highly effective people-focused environment through recruiting the right people and giving them the coaching and training required to do their job with confidence and to achieve their potential.
- Operational risk management and contingency planning - developing a climate of trust and confidence.
- Transformational change – managing and leading continuous change and development in technology, process, and people. Contact Centre is going through major transformation. Improve self-serve and digital authentication.
- Digital contact Centre – proactively managing the transition from a pure voice-only contact Centre operation to one which predominantly focuses on assisted digital activity.
- Stakeholder management – developing trusting partnerships with all key stakeholders.
- Revenue growth – playing an increasingly important role in the achievement of RBWM revenue plans.
Role Context
- The role operates within the WPB Global Contact Centre Business, a high profile, highly regulated environment, in which the role holder must have the ability to manage multiple teams and interact with various regions and functions, reacting quickly to changing demands and service challenges.
- The operating conditions for the role are to meet local business needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.
- The jobholder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours and maybe travel to other locations.
Management of Risk:
- Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with Group policies.
- Maintain HSBC internal control standards, including timely implementation of internal and external audit points in additions to any issues raised by external regulators.
- Continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology.
Observation of Internal Controls:
- Abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
- Cognizant of and compliance to Group Standards Manual and FIM.
Role Dimensions:
- Accountability for Shared Operations Contact Centre operations of c.2,500fte.
- Functional leadership responsibility for multiple Heads of Contact Centres located in the GSCs.
- Scope includes multiple Contact Centre operations based in 3 different locations across India and Egypt, collectively supporting multiple WPB and CMB entities in the management of inbound and outbound calls, emails, SMS, social media support and assisted digital services (webchat).
