Job Description
Business: Retail Banking and Wealth Management
Open positions: 1
Role Title: VP – Workforce Management
Global Career Band: 4
Location (Country / City): Bangalore, India
Why Join Us:
Control Tower team within the Global Contact Center Business provides support to over 25 Markets around the world in the Wealth & Personal Banking business line. Support includes Workforce Management, Reporting & Analytics, Real Time Command Center, Call Routing & Dailer management etc. The Global Contact Centers are responsible for servicing customers across Channels including Voice, Chat, Messaging, Social Media, and E-Mail.
The Opportunity:
This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Real time command center and Project Management. 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 Global Business units with 3 key aspects:
Long range forecasting & Short-term forecasting
Contact Center Planning
Scheduling
This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.
The role should have excellent management skills, experience in typical contact centre technologies/operations with a preference of experience with Chat, ChatBots, LivePerson and Genesys / IEX
The role holder will be required to plan and manage large scale and complex Contact Centre WFM & GCC operations with accountability for the continuity of all Contact Centre performance on a local and regional scale
What you’ll do:
Provide analytical and strategy support to business / Operations and WFM & GCC
Ensure completeness of deliverables as required and document results and present findings to management
Suggest and implement optimization opportunities.
Diagnose and resolve complex to moderate issues.
Manage & implement a change with business area / Control tower teams
Service Delivery:
End to end stakeholder management for service delivery of WFM & GCC
Manage service 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:
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.
Develop and maintain working relationships and work well with all levels of management and business partners.
Requirements
What you will need to succeed in the role:
16+ years within the field of WFM, GCC, Project management and MI automation and Data Science.
Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability.
Experienced in using Tools like Python, R and other automation tools along with WFM tools like Aspect, Genesys, IEX etc will be an added advantage.
Knowledge and understanding of statistical methods of forecasting.
Bachelor’s degree in a numerical discipline; Master’s Degree preferred.
Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
Able to convert unstructured business requirements into a structured project.
Should be a good team player
Good organizational, analytical, problem-solving and verbal and written communication skills.
Proven managerial track record. Proven offshore client management track record
What additional skills will be good to have:
The role holder must have a sound understanding of Contact Centre Technology and ensure that the procedures/processes used to deliver service are in accordance with Group Standards.
The role holder will be required to manage multiple complex responsibilities involving interaction with several business areas.
The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success.
They will be expected to adopt a flexible approach in terms of working hours, location and travel.
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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 HSBC Electronic Data Processing (India) Private LTD
Open positions: 1
Role Title: VP – Workforce Management
Global Career Band: 4
Location (Country / City): Bangalore, India
Why Join Us:
Control Tower team within the Global Contact Center Business provides support to over 25 Markets around the world in the Wealth & Personal Banking business line. Support includes Workforce Management, Reporting & Analytics, Real Time Command Center, Call Routing & Dailer management etc. The Global Contact Centers are responsible for servicing customers across Channels including Voice, Chat, Messaging, Social Media, and E-Mail.
The Opportunity:
This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Real time command center and Project Management. 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 Global Business units with 3 key aspects:
Long range forecasting & Short-term forecasting
Contact Center Planning
Scheduling
This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.
The role should have excellent management skills, experience in typical contact centre technologies/operations with a preference of experience with Chat, ChatBots, LivePerson and Genesys / IEX
The role holder will be required to plan and manage large scale and complex Contact Centre WFM & GCC operations with accountability for the continuity of all Contact Centre performance on a local and regional scale
What you’ll do:
Provide analytical and strategy support to business / Operations and WFM & GCC
Ensure completeness of deliverables as required and document results and present findings to management
Suggest and implement optimization opportunities.
Diagnose and resolve complex to moderate issues.
Manage & implement a change with business area / Control tower teams
Service Delivery:
End to end stakeholder management for service delivery of WFM & GCC
Manage service 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:
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.
Develop and maintain working relationships and work well with all levels of management and business partners.
Requirements
What you will need to succeed in the role:
16+ years within the field of WFM, GCC, Project management and MI automation and Data Science.
Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability.
Experienced in using Tools like Python, R and other automation tools along with WFM tools like Aspect, Genesys, IEX etc will be an added advantage.
Knowledge and understanding of statistical methods of forecasting.
Bachelor’s degree in a numerical discipline; Master’s Degree preferred.
Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
Able to convert unstructured business requirements into a structured project.
Should be a good team player
Good organizational, analytical, problem-solving and verbal and written communication skills.
Proven managerial track record. Proven offshore client management track record
What additional skills will be good to have:
The role holder must have a sound understanding of Contact Centre Technology and ensure that the procedures/processes used to deliver service are in accordance with Group Standards.
The role holder will be required to manage multiple complex responsibilities involving interaction with several business areas.
The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success.
They will be expected to adopt a flexible approach in terms of working hours, location and travel.
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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 HSBC Electronic Data Processing (India) Private LTD
💡 Quick Summary
Seeking a career-building opportunity? The Head Forecasting| planning and Scheduling GSC|s position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
