Job description
Business: GCCB
Open positions:1
Role Title: Assistant Manager - Control Tower – PMT GSC’s
Global Career Band: 7
Location (Country / City ): India/Bangalore
Recruiter Name : Surbhi Jain
The Opportunity:
This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Scheduling and reporting. This role will be in a team that is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. The incumbent would contribute in WFM deliverables that involve but not restricted to developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role. In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job. Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency. The incumbent would be required to support specific group entity or and business geography.
Role may involves people handling and team management.
This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality. This position involves people management responsibility for a few FTEs.
What you’ll do:
Projects and analysis
Provide analytical and strategy support to business and WFM individuals.
Ensure completeness of deliverables as required and document results and present findings to management
Workforce Planning for Short term and Long term
Scheduling resources as per demand
Suggest and implement optimization opportunities.
Diagnose and resolve complex to moderate issues
Act as an SME for the functional area
Service Delivery
End to end stakeholder management for WFM deliverables.
Providing high-quality MI and solution recommendations to business problems.
Manage delivery within agreed timelines and as per agreed quality standards.
Independently interacts with business partners to understand business need and translates to technical specifications. Assist in developing and testing new information infrastructure.
Operational Effectiveness & Control
Sets up quality control framework and ensures adherence and constant improvement.
Accountable to ensure quality and process control
Take ownership and actively manage project timelines. Execute standard reports, processes, files, and implements predefined algorithms
Sets up QA/QC framework and ensures adherence and constant improvement.
Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals
Leadership & Teamwork
Manages a team and prioritizes resources and processes within team to support business.
Develop a highly motivated team with clear goals and ownership with a continuous improvement culture.
Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.
Demonstrate a commitment to excel and perform to the highest standards.
Develops business and technical knowledge of team members and identifies opportunities of improvement.
Develop and maintain working relationships and work well with all levels of management and business partners.
Major Challenges
Given the dynamic and ever changing global business situation, the business area supported by this role is expected to steer the business priorities to best suit the situations. This may result in changing priorities for projects and analysis. The team is expected to meander through the same and continue to provide best quality solutions as relevant to the need. The incumbent of this role is expected to surmise the business priority and enable the effective delivery of projects and analysis.
The role holder should understand the business problem and work within the realm of the overall Global Service Delivery and the HTS organization to deliver WFM solutions.
The role requires the individual to interact with stakeholders with little supervision. Therefore it is important to be clear when explaining deliverables to others and ensure communication is structured and easy to understand
The role holder shall be expected to challenge the status quo and recommend solutions to drive automation and drive efficiencies.
Depending on the team size, there could be some people management related challenges which the incumbent would need to address and resolve.
The role holder shall be expected to pro-actively suggest modifications to proposed activities based on his/her understanding of their impact on overall business priorities.
The role holder shall also be expected to guide and lead AMs and Analysts, from a functional & administrative perspective and help them build up a strong business/technical understanding. The role holder shall also be expected to set goals , track progress against goals and provide remedial action as and when required
Role Context
The establishment of the Global Resourcing business is a major Group Strategic initiative which seeks to achieve cost savings, service improvements and competitive advantage through the use of the high skill / low cost base available in Asian countries.
The role holder will be expected to give directional guidance on all projects to the team and provide solutions to any roadblocks they might face. The role holder shall be expected to solve complex technical/business problems on his/her own without involving his/her line manager. The role holder will be expected to be responsible creation of overall QC framework and for setting standards on TAT/SLAs based on prior experience.
The role holder shall also be expected to be the primary SPOC for their assigned business partners for all project management, team management & administrative functions, In this role, they are supposed to set the agenda for the offshore team, and monitor progress against said agenda
Management of Risk
To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Departments. The term compliance embraces all relevant laws, rules and codes which is applicable to the business.
To 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 in conjunction with the donor Group companies.
Observation of Internal Controls
To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Role Dimensions
The role holder shall have consolidated responsibility to meet the overall customer data, infrastructure and reporting needs of the business partner.
Requirements
What you will need to succeed in the role:
8+ years within the field of WFM
Bachelor’s degree
Knowledge of contact center business, metrics and operations
Knowledge and understanding of financial services preferred.
A Team player with good organizational, analytical and problem-solving skills
Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals (E)
Experience of building and maintaining strong relations with Business Areas (E)
Excellent decision making skills (E)
Ability to priorities competing demands.
Keen eye for detail, committed to producing work of the highest quality
Strong analytical skills with ability to interpret data and arrive at meaningful conclusions.
Ability to identify and implement key efficiency and productivity change including OOE and other production management tools. (E)
Good organizational, analytical, problem-solving and verbal and written communication skills.
System/Processes – a working understanding of Excel, and high technical capability in e-Work Force Management.
Customer Focus – ability to demonstrate and encourage in others the highest levels of customer focus awareness to ensure customer service standards are met and exceeded.
Analytical Skills – proven interpretation and utilization of management information. Ability to be innovative when identifying solutions
Link to Candidate User Guide:
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
You’ll achieve more at HSBC
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招聘人员名称
Surbhi Jain
招聘人员电子邮件
surbhi1.jain@hsbc.co.in