Job description

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 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 Assistant Vice President - Contact Flow Management.

 Principal responsibilities

  • As an AVP – Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective IVR automated responses to customer enquiries.
  • IVR designing and governance for WPB markets.
  • Migration Deployment & Project Management of CC Technology
  • Requirements gathering and elicitation.
  • Story and Feature level prioritization.
  • Creating user stories / acceptance criteria.
  • Representing business in Daily Stand-ups and other Pod level Agile ceremonies.
  • Ownership of Sprint level delivery.
  • Product Governance tasks like DCE, NPAR.
  • Functional Dependency management with external teams, Control & Governance
Requirements
  • Good understanding of contact center and digital technologies
  • Experience in project management, agile methods etc.
  • Experience of customer journey mapping, Optimization and an eye for continuous improvement
  • Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
  • Strong interpersonal skills and ability to bring the organization/teams along with us on this journey.
  • Ability to drive agile change and innovation with respect to costs, revenue, and service.
  • Understands how to navigate the matrix and drive integration opportunities.
  • Strong understanding of culture and experience positively driving culture
  • Knowledge and experience of conversational AI considered a benefit.
  • Master/bachelor’s degree in technology discipline or related field preferred.

You’ll achieve more when you join HSBC.

HSBC is 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. 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***

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