HSBC Group

GCB 5

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

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 Transformation Manager.

Principal Responsibilities

• Spearhead the strategic overhaul and modernization of the contact centre operations & drive transformative initiatives
• Develop and execute a comprehensive transformation strategy for the contact centre, aligning with overall WPB business objectives
• Oversee the adoption and integration of new technologies, including AI, automation and advanced CRM systems, to enhance contact centre capabilities
• Evaluate and recommend technological solutions to improve efficiency and customer interactions
• Assisting with planning activities, progress tracking, resource monitoring, budget monitoring and quality management
• Establish and track key performance indicators (KPIs) to measure the success of transformation initiatives
• Collaborate with key stakeholders for new initiatives and to align transformation initiatives with broader business goals
• Oversee all key projects across lines of business, which can include global initiated projects, product related projects and regulatory related projects
• Participate and provide support in initiatives to improve processing efficiencies which may involve managing re-engineering initiatives, work flow management and automation enhancement
• Analyse and enhance sales processes to improve efficiency and effectiveness, ensuring our Contact Centre Sales and Wealth teams are equipped to maximize sales opportunities

• Bachelor’s degree in Business Administration, Sales, Management or a related field
• Strong understanding of contact centre operations, service and sales processes and technology solutions
• Exceptional leadership, strategic planning and project management skills
• Have a positive, can do attitude with a desire to get things right first time every time, and works around limitations
• Excellent analytical, communication and interpersonal skills
• Familiarity with change management methodologies and best practices
• 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.

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Singapore with less than twelve months in their current role, including changes in GCB banding, please also obtain and enclose the endorsement from your current line manager in the application; for more information you can visit HRDirect and search for content "SGP: Internal Job Application Criteria”. 

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.