AVP – Global Contact Center Change Lead

HSBC; Ciudad de México; Presencial; MXN 700,000 - 900,000; Jornada completa

Descripción de la vacante

A global banking corporation is seeking an experienced AVP – Global Contact Center Change Lead to lead transformation initiatives within their contact center in Mexico City. The role involves developing and executing strategies for customer engagement and optimizing business processes. Candidates should have a strong background in business optimization and change management, with experience in digital technologies. Competitive compensation and career development opportunities are offered.

Formación

• Experience in business optimization roles.
• Proven track record in managing change initiatives.
• Strong understanding of customer engagement technologies.

Responsabilidades

• Lead transformation initiatives in the Contact Center.
• Develop and execute the contact center transformation strategy.
• Track KPIs and ensure projects deliver measurable outcomes.

Conocimientos

Business optimization

Change management

Digital adoption

Stakeholder engagement

Customer experience enhancement

Herramientas

CRM integrations

Workforce management tools

Analytics solutions

Descripción del empleo

Overview

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 AVP – Global Contact Center Change Lead

Role Purpose

This role will help to ensure business optimization as it relates to the Contact Center Voice platforms. This role will be the gatekeeper of any change requests from the wider business, understanding, analyzing, and validating the requests to ensure changes are aligned to the voice channel guiding principles and translating business requirements into technical change requests. This role also works alongside with Customer Experience providing capacity to enhance our people and propositions technology.

Main Activities

• As an AVP – Contact Center Change Lead, you\'ll work within Contact Centre, to conceive, develop and produce effective transformation St.

Transformation Strategy & Roadmap

• Develop and execute the contact center transformation strategy aligned with organizational goals.
• Define a roadmap for digital adoption (AI, chatbots, voice bots, IVR modernization, workforce optimization).
• Drive omnichannel engagement capabilities (voice, chat, email, social, self-service).

Program Leadership

• Lead end-to-end delivery of transformation initiatives from planning to execution.
• Partner with IT, operations, vendors, and business units to ensure seamless implementation.
• Track KPIs and ensure transformation projects deliver measurable business outcomes.

Technology Enablement

• Evaluate and implement contact center platforms, CRM integrations, workforce management tools, and analytics solutions.
• Oversee migration from legacy systems to unified platforms.
• Drive adoption of automation, self-service, and AI-driven solutions.

Process & Performance Optimization

• Redesign customer journeys to improve first contact resolution, reduce handling time, and elevate customer satisfaction.
• Implement best practices for knowledge management, call routing, and quality monitoring.
• Collaborate with business stakeholders to ensure operational readiness and adoption.

Change Management & Stakeholder Engagement

• Champion change management initiatives to foster adoption across teams.
• Communicate effectively with executives, managers, and frontline staff to align on goals.
• Provide training and capability-building support for teams.