HSBC Group

For any UK based employees wanting to apply for this role please do not apply via this page, instead use this link which will take you to our new platform: https://apply.careers.hsbc.com/job-invite/6948/?isInternalUser=true

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.   

We are currently seeking an experienced professional to join our team in the role of Head of CMB CQM Centre of Excellence.

The Centre of Excellence (COE) will serve as a cornerstone for enabling market-leading customer service, setting the benchmark for excellence across all customer-facing query management teams and channels in UK CMB (c.1600 FTE). The COE's overarching goals include bolstering operational efficiency, fostering a culture of continuous innovation, and elevating both customer and employee experiences.

The Head of the CQM COE will set the strategy, objectives and vision for how UK CMB will deliver customer and colleague benefits with the new tooling deployed across all CMB servicing teams in HBUK.  The role holder will be responsible for providing leadership, overseeing operations, driving collaboration, and enabling continuous improvement. They will lead a team of c.40 people with skillsets in transformation; data and insights; workforce planning; quality and continuous improvement who will collectively drive the customer and business benefits expected by CMB.

The COE will also provide day to day operational support to contact centre teams reporting to the Head of SME BB Client Service (c.500FTE across UK, Egypt & Cairo), ensuring they are able to deliver a quality service to customers.

In this role you will:

• Lead on the day-to-day operations of the COE, including planning, execution, and monitoring of initiatives.
• Develop and execute CMB UK Contact Centre strategy & transformation programs aligned with the overall business objectives of the bank.
• Lead large scale transformation initiatives aim to optimize contact centre and enhanced customer experience across UK CMB.
• Drive organizational change management efforts to ensure seamless adoption of new technologies, process and methodologies across contact centre functions.
• Identify opportunities for operational improvements and efficiency gains, working cross-functionally to streamline processes and enhance customer satisfaction
• Communicate regularly with CMB Exco and key stakeholders to provide updates on COE progress and achievements.
• Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy

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

• Deep expertise in contact centre services and operations as well as customer behaviours and transformation programs.
• Strong background of change management and transformation principles, methodologies and best practices with the ability to drive organizational change and adoption across a market.
• Demonstrated experience in leveraging technology and digital innovations to enhance customer experience
• Innovative and customer focused mindset with passion for delivering exceptional service experience

The base location for this role is Birmingham or Leicester.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500