Assistant Manager – Control Tower – Global Command Center

HSBC; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HSBC in Bengaluru is seeking an Assistant Manager – Control Tower to join our Global Command Centre. In this role, you will supervise real-time queues, coordinate resources, and ensure timely responses to service events across regions.

You will work closely with IT and Operations, generate reports, and communicate performance metrics to leadership. The ideal candidate brings strong analytical ability, excellent communication, and a proven track record of staying calm under pressure.

Qualifications

• University graduate with mathematical or statistical coursework.
• Strong quantitative, analytical and technical aptitude.
• Ability to work under pressure and meet deadlines.
• Excellent verbal and written communication skills.
• Ability to multi-task and manage time effectively.
• Interpersonal savvy across levels of the organization.

Responsibilities

• Conduct real-time monitoring of queues and skill sets across locations, identifying intra-day trends.
• Monitor intra-day reporting, volume distribution, and email/social media and chat for call centers; Real-Time call activity monitoring.
• Mobilize staff to meet call center service levels, allocation goals, and optimize agent utilization; implement real-time allocation changes.
• Coordinate and escalate service issues with IT Support/operations for incident management.
• Coordinate allocation changes during system maintenance or outages.
• Create and maintain reporting tools and templates; summarize intra-day, daily, weekly and monthly issues.
• Serve as the point of contact between Command Center, Traffic Desks and Operations; oversee involvement during IT maintenance.
• Communicate staff and department performance metrics to management; manage call routing during IT incidents.

Skills

Analytical skills

Communication skills

Time management

Problem solving

Interpersonal savvy

Decision making

Education

University graduate in mathematics or statistics

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 organisations 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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Assistant Manager – Control Tower — Global Command Centre.

In this role, you will:

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain special emphasis on looking for possible downtime and telephony issues.
• Monitoring intra-day reporting, Volume distribution, and Email/social media and Chat of call center of particular region. Real-Time monitoring of call center activity. Communication point between the Command Center and call centers
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents. Responsible for Real-Time allocation changes based on call center activities
• Generation, verification and distribution of service issues impacting call centers. Primary interface with IT Support/operations to work on incident management.
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
• Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly. Creation and maintenance of reporting tools and templates
• Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations. Responsible for all aspects of Command Center involvement during IT Maintenances
• Communicate staff and department performance metrics to management. Responsible for call routing during planned and unplanned System Maintenances and IT issues.

To be successful, you will:

• Customer Focus: An Individual demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: An Individual possess strong quantitative, analytical and technical aptitude skills.
• Drive for Results: An Individual possesses the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: An Individual be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: An Individual demonstrates excellent interpersonal skills with all levels of University Graduate with Mathematical or Statistical course work
• Verbal and Written Communication: An Individual possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: An Individual demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Decision Quality: An Individual possess the ability to work independently, establish priorities and demonstrate good judgment skills.
• Dealing with Ambiguity: Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

You’ll achieve more when you join 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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