Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Customer Query ManagementCenter Of Excellence Work Force Management Lead

Principal responsibilities

Proactively manage costs and achieve and exceed key performance indicators whilst building a sustainable business mode. Execution of the CQM COE WFM strategy across market.Collaborative workshops with stakeholders (CQM, Next-Gen Conversational Studio) to define and optimize resource allocation strategies for operational efficiency.Provide leadership and direction to the COE team, ensuring alignment with the overall vision and objectives.Review key decisions, issues risks and provides directionEngage with business sponsors and CQM country leads to understand COE service requirements and expectations.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Customer Query ManagementCenter Of Excellence Work Force Management Lead

Principal responsibilities

Proactively manage costs and achieve and exceed key performance indicators whilst building a sustainable business mode. Execution of the CQM COE WFM strategy across market.Collaborative workshops with stakeholders (CQM, Next-Gen Conversational Studio) to define and optimize resource allocation strategies for operational efficiency.Provide leadership and direction to the COE team, ensuring alignment with the overall vision and objectives.Review key decisions, issues risks and provides directionEngage with business sponsors and CQM country leads to understand COE service requirements and expectations.Effective global stakeholder management across a broad array of internal and external constituencies (e.g. customers, regulators, competitors, vendors, alliance partners, IT, Operations, Compliance, Tax, Legal, Finance etc) is central to the role.Strategic thinking and problem-solving capabilitiesExperience in change management and driving organizational transformation.Work with the Heads of CQM Delivery / Run Teams to align COE activities with delivery targets, meeting quality, cost, and timeline expectations.Excellent interpersonal and relationship-building abilities, with ability to collaborate and influence stakeholders at all levels of the organization.Strategic thinking and problem-solving capabilities.Continuously adapt to balance and prioritize different demands of the team and requirements from multiple directions and stakeholders. Putting highly complex and/or technical information into simple terms so that stakeholders can easily understand it.

You’ll achieve more when you join HSBC.

HSBC is 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. 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

Effective global stakeholder management across a broad array of internal and external constituencies (e.g. customers, regulators, competitors, vendors, alliance partners, IT, Operations, Compliance, Tax, Legal, Finance etc) is central to the role.Strategic thinking and problem-solving capabilitiesExperience in change management and driving organizational transformation.Work with the Heads of CQM Delivery / Run Teams to align COE activities with delivery targets, meeting quality, cost, and timeline expectations.Excellent interpersonal and relationship-building abilities, with ability to collaborate and influence stakeholders at all levels of the organization.Strategic thinking and problem-solving capabilities.Continuously adapt to balance and prioritize different demands of the team and requirements from multiple directions and stakeholders. Putting highly complex and/or technical information into simple terms so that stakeholders can easily understand it.

You’ll achieve more when you join HSBC.

HSBC is 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. 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