Manager - Control Tower

HSBC
Bengaluru
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Proactive duty management","Guidance","Planning","Accuracy","Analytical thinking"]

Oversee and manage Control Tower projects to improve efficiency while meeting compliance requirements for contact performance. Drive proactive duty management to achieve ASA and SLA targets, manage contact channels (dialler, inbound, workforce management, digital), and make real-time dialer efficiency judgments within regulatory guidelines. Leverage contact-management knowledge to support efficient, customer-centered setups, deliver process improvements with regional partners, and evaluate vendor technology for contact management.

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FursaFursa
HSBC
HSBC
2 days ago

Manager - Control Tower

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Oversee and manage Control Tower projects to improve efficiency while meeting compliance requirements for contact performance. Drive proactive duty management to achieve ASA and SLA targets, manage contact channels (dialler, inbound, workforce management, digital), and make real-time dialer efficiency judgments within regulatory guidelines. Leverage contact-management knowledge to support efficient, customer-centered setups, deliver process improvements with regional partners, and evaluate vendor technology for contact management.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Oversee and manage Control Tower projects focused on improving efficiencies while ensuring compliance.
  • •Manage channels (dialler, inbound, workforce management, digital) to meet strategy needs across supported businesses.
  • •Execute real-time judgment calls on dialer efficiencies to maximize contacts within regulatory guidelines.
  • •Provide guidance and direction to set up communication channels in the most efficient and cost-effective structure.
  • •Partner with regional stakeholders and engage vendors to deliver process improvement initiatives and recommend relevant contact-management technologies.

Key Requirements

  • •Plan and execute assigned projects/analysis to agreed timelines with accuracy and quality.
  • •Ensure Average Speed of Answer (ASA) and Service Level Agreements (SLA) are achieved through proactive duty management.
  • •Leverage technical knowledge of contact management channels to balance customer expectations with legal and compliance requirements.
  • •Evaluate business problems and applications to develop enhanced business value and increase operating efficiency.
  • •Contribute to workforce management deliverables such as what-if scenarios, capacity plans, best-fit schedules, and supporting analyses for business functions.
Experience:BankingFinancial services
Skills:Proactive duty managementGuidancePlanningAccuracyAnalytical thinking
Tech Stack:DiallerInboundWork Force ManagementDigitalInteractive voice responseWorkforce managementCapacity planningForecastingReportingManagement information

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn