Assistant Manager - Control Tower

HSBC Holdings plc; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

HSBC Holdings plc in Bengaluru is seeking an experienced professional for the role of Assistant Manager - Control Tower. You will provide analytical and strategy support to business and Workforce Management, ensuring deliverables are complete and presenting findings to management.

The role acts as a Subject Matter Expert for the functional area, translating business needs into technical specifications, planning and forecasting, and driving automation to improve efficiency.

Qualifications

• Knowledge of contact center metrics and operations.
• Hands-on experience in Excel.
• Strong organizational, analytical and problem-solving skills.
• Ability to convert unstructured requirements into structured projects.
• Proven managerial track record and offshore client management.

Responsibilities

• Provide analytical and strategy support to business and Workforce Management.
• Ensure completeness of deliverables and present findings to management.
• Act as a Subject Matter Expert for the functional area and translate business needs into technical specifications, planning and forecasting.
• Provide high-quality analytics and solution recommendations to business problems.
• Plan and manage project timelines; execute standard reports, processes, files, and predefined algorithms.
• Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals.
• Manage markets under Asia-Pacific contact center and prioritize resources and processes from planning perspective to support business.
• Plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.

Skills

Analytical skills

Excel

Leadership

Stakeholder management

Communication

Tools

Excel

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 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 Assistant Manager - Control Tower

In this role, you will:

• Provide analytical and strategy support to business and Workforce Management individuals.
• Ensure completeness of deliverables as required and document results and present findings to management
• Act as an Subject Matter Expert for the functional area and Independently interacts with business partners to understand business need and translates to technical specifications, Planning and forecasting
• Providing high-quality analytics and solution recommendations to business problems.
• Take ownership and actively manage project timelines. Execute standard reports, processes, files, and implements predefined algorithms
• Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals
• Manages couple markets under Asia-Pacific contact center and prioritizes resources and processes from planning perspective to support business.
• This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.

To be successful you will:

• Knowledge of contact center business, metrics and operations and hands on experience in Excel.
• A Team player with good organizational, analytical and problem-solving skills
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals
• Experience of building and maintaining strong relations with Business Areas andExcellent decision making skills
• Keen eye for detail, committed to producing work of the highest quality Strong analytical skills with ability to interpret data and arrive at meaningful conclusions.
• Ability to identify and implement key efficiency and productivity change including Overall Operating Effectiveness and other production management tools.
• Good organizational, analytical, problem-solving and verbal and written communication skills andAble to convert unstructured business requirements into a structured project.
• Proven managerial track record. Proven offshore client management track record

You’ll achieve more at HSBC.

www.hsbc.com/careers

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, sexual 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.”

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