AVP – Global Contact Center Change Lead

HSBC; Ciudad de México; Presencial; MXN 1,282,000 - 1,649,000; Jornada completa

Descripción de la vacante

A prominent financial services organization in Mexico is seeking an experienced AVP – Global Contact Center Change Lead. The role focuses on optimizing contact center operations, driving digital transformation, and enhancing customer experience. Ideal candidates will have strong leadership skills and a passion for innovation in a fast-paced environment. Competitive benefits and opportunities for professional development are offered.

Servicios

Additional leave days

Flexible working opportunities

Comprehensive paid leave package

Formación

• Good understanding of contact centre and digital technologies.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for customer experience and digital innovation.

Responsabilidades

• Develop and execute contact center transformation strategy.
• Lead end-to-end delivery of transformation initiatives.
• Evaluate and implement contact center platforms and solutions.

Conocimientos

Understanding of contact centre technologies

Project management experience

Agile methods

Leadership skills

Customer journey mapping

Interpersonal skills

Educación

Bachelor's degree in technology or related field

Herramientas

IVR Technologies

Voice Bot Technologies

Call Routing Technology

Descripción del empleo

Overview

Job Description

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

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

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.

Requirements

• Good understanding of contact centre and digital technologies
• Experience in project management, agile methods etc.
• Strategic thinking with execution focus.
• Strong leadership and team collaboration.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for customer experience and digital innovation.
• Experience of customer journey mapping, Optimisation, and an eye for continuous improvement
• Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
• Strong interpersonal skills and ability to bring the organization/teams along with us on this journey.
• Ability to drive agile change and innovation with respect to costs, revenue, and service.
• Understands how to navigate the matrix and drive integration opportunities.
• Strong understanding of culture and experience positively driving culture
• Knowledge and experience of conversational AI considered a benefit.
• Master/bachelor’s degree in technology discipline or related field preferred.

Competencies

• Bachelors in technology
• IVR, CIVR, Voice Bot Technologies
• Call Routing Technology
• Routing Management
• Product Management
• Interpersonal Skills

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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.

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 Process Mexico Private LTD***