HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System:   https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=6655&company=hsbcholdin&st=EDFADB9FD7D51B01F97D6CABECD5CB35F4B2784D

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. 

Our International Wealth and Private Banking (IWPB) business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients 

We are currently seeking an experienced individual to join the team in the brand new opening of Global Head of Contact Centre Change. This role will be crucial for leading the strategic direction and transformation of our Contact Centre operations worldwide. To be successful the candidate will have to develop trusted relationships with Channels Country Heads, Technology, Procurement and WPB Functional Heads. 

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution. 

In this role, you will 

•    Develop and execute key strategic transformation programs aligned with the overall business objectives of the bank, including but not limited to the Contact Centre Transformation Program - IWPB
•    Work with delivery partners (IT, Digital, Channels, Operations, 3rd party providers and enabling functions) to mobilise and establish a strong cross-functional team approach to delivery.
•    Facilitate the on-going funding and delivery Market interlocks via the VSIP, QBR and PI processes, ensuring Market Change and Implementation plans are in place to achieve Business Outcomes.
•    Responsible for establishing governance framework of tracking benefits from delivered capabilities and ensuring there is sustained focus on commercialization of capabilities to meet the business case success criteria.   
•    Inspire, motivate and drive cross-functional, multi-location and multi-cultural value stream delivery teams by embedding a culture of continuous improvement across the team through effective leadership and capability build including coaching, mentoring, training and embedding Agile ways of working.
•    Collaborate with senior executives in the global and market teams (business and functions) to align delivery roadmaps, milestones and priorities. 
•    Lead large scale transformation initiatives aim to optimize contact centre operations and enhanced customer experience. 
•    Drive organizational change management efforts to ensure seamless adoption of new technologies, process and methodologies across contact centre functions 
•    Collaborate with technology, value stream leads and digital tools to enhance customer engagement and deliver seamless omni channels experience. 
•    Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal / external auditors and external regulators 

To be successful in this role you should meet the following requirements: 

•    Strong background of change management and transformation principles, methodologies and best practices with the ability to drive organizational change and adoption at a global scale. 
•    You will have Contact Centre transformation experience and demonstrated experience in leveraging technology and digital innovations to enhance customer experience 
•    You don’t necessarily need to have come from financial services, but experience in a highly regulated industry is essential 
•    Experience of working with 3rd party vendors 
•    Experience in managing complex change initiatives across multiple geographies 
•    Strong leadership and communication skills, with the ability to convey complex information clearly and persuasively to diverse audience 
•    A people manager who has experience in investing time in a team through transition. 
•    Strong influencing skills with the ability to collaborate effectively with stakeholders at all levels
•    Highly analytical and problem solving skills with the ability to use data and insights to drive decision making and performance tracking 
•    Highly numerate and financially literate. 
•    Innovative and customer focused mindset with passion for delivering exceptional service experience 

The base location for this role is London with Hybrid working arrangements. 

Opening up a world of opportunity 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. 

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse. 

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk: Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).