Head of Contact Center

-Job description **Some careers grow faster than others.** If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs. We are currently seeking a high caliber professional to join our team as a **Head of Contact Center & Remote Channel.** **Principal Responsibilities** The jobholder plays a key role and is responsible to create and develop strategy for contact center operations, remote channel thereby delivering and customer service excellence. Partnering & Collaborating with GSC MYH & Guang Zhou for Inbound Voice Calls (Phone Bankers), the job holder will value add in the running of the day-to-day operations by ensuring that the team understands processes, risks, and manages these risks well. The job holder will look to develop and train multiskilled Outbound sales & Retention Consultants and support digital sales journeys for cards, PLOC and CASA digital non STP journeys and referrals to complete the journey with the customer. The jobholder is required to have a broad knowledge of branch and contact centre operations, remote channel, and depth of understanding relevant internal and external regulations and guidelines to help ensure that contact centre & remote channel are able to manage their risks well both by knowledge and practice. **Business & Sales Strategy** - You will be responsible and accountable for all aspects of the Customer Contact Centre and remote channel functions which may operate across various regions, product lines and hours of operation. - Remote Channel consist of a pooled model of Premier Banking Consultants across both Onshore and Offshore who will look to serve Premier client < 50k AUM/P1PA via reactive inbound or proactive outbound lead generation. They can also refer customers up the RM continuum or to a wider team of experts for more complex banking and wealth needs. - Lead and Drive Robust operations delivery of Contact Centre Operations & remote channel with strong partnership with BPO/internal providers that that may be located outside home market. - Digitalization and Change: Strategize, formulate and country lead to drive adoption of technology, digitalization, and automation to manage operational Efficiency, Effectiveness **and **deliver Top class customer experience when interacting with channels within Contact Centre. Utilize knowledge and expertise within HSBC Group to drive change. - Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. - Monitoring the contact center and remote channel performance and implementing solutions to achieve productivity and efficiency. - Help identify areas / issues that arises from the day-to-day operations, items which may require escalation. - Liaison with business partners in process streamlining initiatives and projects that cut across business segments. - Responsible for end-to-end service journey and protocols to ensure highest customer experience and satisfaction. - Own the delivery and embedment of key business changes within the contact center & remote channel team. **Client Focus / Stakeholders / Customer Experience** - Client Focused approach to balance client experience and operational control. - Represent CCTR/Remote Channel with stakeholders to ensure smooth delivery of processes and execution of client transactions and service request. - Identify opportunities/ execute initiatives that can support the delivery of customer excellence. - Put forth recommendations to improve customer experience in processes, systems, operations, and administration without compromising on business risks. - Develop communication strategies and encouraging process improvement ideas in line with controls and compliance within CCTR and remote channel. - Identify related trainings and relevant skill set requirements of the CCTR and remote tea