HSBC HOPE, Mumbai

Job Title : Manager Business Analytics
Department : Call Centre

Location :     Mumbai

Reporting to:     AVP – Business Analytics (Call Centre)

Grade:     Level 6

Position(s) available:     1

Job Description:

Role Purpose
The said person will be a key SPOC for Performance Pay Schemes, Contests, Reporting and Analytics for GSC Mum and Chennai.

Principal Accountabilities:
   1. To deliver Sales through Service
   2. Meet productivity standards of SLs, Abandon % and strive for gaining efficiencies
   3. Meet C SAT targets and reduction in complains
   4. Ensure that the performance Pay Scheme measures are aligned to the business KPIs
   5. Align our revenue and service focus to performance measures
   6. Gather best practice data to develop effective measure for performance indicators
   7. Drive effective R&Rs and contests to meet business goals
   8. Work with all line functions to highlight key leading and lagging indicators
   9. Expected behaviour driven through reward and recognition programs
  10. Maximum utilization of LDV, E-campus and Behavioural training calendar as published by HR
  11. Recognizing top performance to the reward schemes and development opportunities as available.
  12. Manage staff turnover by smart utilization by reward plans recognizing key talent and deploying them in key projects/ initiatives. Nominating top performers in various governance committees.
  13. Join up as a one management team to achieve the GSC Mumbai /Chennai financial ROP income and cost nos. Measure CIR for Centre as a Channel.
  14. Total Operating Exp

 
Major Challenges:   
   1. Ensuring an unbiased performance pay scheme is running at all times that ensure that the variable pay for employees are within range, costs are under control and revenue generation is optimally rewarded.
   2. Ensuring that minimum possible investment is done at optimal utilization to ensure PLAs are in Green
   3. Ability to multi-task at all times
   4. Working against stiff deadlines and under pressure
   5. Prepare presentable reports and ppts

Skills & Qualification Required
    * Graduation Compulsory (From Any Stream)
    * Post Graduates (Preferred)
    * Minimum 5 Years of Experience (4 Years of relevant Experience)
    * Good Interpersonal Skills
    * Candidate should have the experience of handling a team

Salary Offered – 6L to 10L pa

Candidates can send their profiles to jpabhishek@searchlight.co.in or can reach me @ (040) 40101210/11.