AVP - Contact Center Operations - Financial Services

AVP - Contact Center Operations

The role operates within RBWM contact centre.

- The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.

- To Coach, motivate and lead an experienced, diverse and complex contact centre team to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation

Roles & responsibilities -

- 9+ yrs of relevant experience in financial services and/or call centre operations is required

- Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering

- Prior experience in handling large teams (~100)

- Diversity profiles preferred

- Flexibility to work in shifts