Vice President Process Reengineering and Quality Assurance

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Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking an experienced professional to join this team in the role of Vice President Process Reengineering and Quality Assurance

Responsibilities:

1. Transforming Contact Center process to accommodate voice-based service delivery to multi-channel delivery with consistent good experience.
2. Ensure delivery of process change control & standardization in line with Global Standard and compliance.
3. Analyze and measure the effectiveness of existing business processes and develop sustainable and quantifiable improvements.

Qualifications:

To be successful in this role, you should meet the following requirements:

• Responsible for Contact Center process to create effective process by multi-channel delivery with good and consistent experience.
• Responsible for review and monitoring including creating a robust process aligned with bank standards and compliance.
• Responsible for day-to-day operation assurance in contact center including quality, training, and reengineering process.
• Responsible to ensure contact center quality standards applied in all areas.

You’ll achieve more at 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.

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