Job description
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.
Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.
We are currently seeking a high calibre professional to join our team as a Vice President, Contact Centre - Conversational Banking and Client Journey.
Principal Responsibilities
- Responsible to lead and oversee the development and management of innovative conversational banking solutions, performance tracking systems and chatbot technology
- Enhance customer interactions by leading the team to provide consistent, excellent service, in line with stipulated customer experience outcomes
- Analyse performance data to identify areas for improvement and implement optimization strategies
- Actively identify, propose, and implement improvements related to processes, systems, and people engagement, in order to improve customer experience and/or Contact Centre productivity and efficiency outcomes
- Accountable for delivery against Contact Centre targets and service levels and ensuring the respective teams across various sites are operating optimally
- Supervise the design, development and deployment of chatbots, ensuring they meet business requirements and customer needs
- Collaborate with key stakeholders for new initiatives, optimisation and/or prioritisation of chatbot journeys
- Coordinate with cross-functional teams to integrate conversational solutions with other banking systems
- Ensure all conversational banking activities, transactions and sales practices adhere to prevailing regulatory standards and data security requirements
- Monitoring of social media responses on digital platforms that has HSBC social media handles
Requisitos
- Degree desired but not necessary
- Experience in managing a team through coaching, mentoring, developing and motivating others
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Have a positive, can do attitude with a desire to get things right first time every time, and works around limitations
- Excellent communication and interpersonal skills
- Problem solving and Decision making skills including a desire to do things better, to identify and set and strive for stretching goals
To be considered for this role, the relevant rights to work in Singapore is required.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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 The Hongkong and Shanghai Banking Corporation Limited.