Head of Contact Centre Operational Excellence and Customer Opinion Hotline, HASE RBW

HSBC
Guangzhou
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Stakeholder management","Performance management","Communication","Analytical thinking"]

Lead end-to-end transformation and day-to-day performance for a contact centre, driving improvements across sales, service quality, workforce planning, and cost/headcount governance. Own delivery roadmaps, coordinate cross-functional stakeholders (IT, Finance, HR, business teams, vendors), and track KPI/ROI benefits to uplift customer experience and operational capability. Build a high-performing team through performance management, coaching, and collaboration to deliver BAU outcomes and transformation at pace.

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FursaFursa
HSBC
HSBC
1 day ago

Head of Contact Centre Operational Excellence and Customer Opinion Hotline, HASE RBW

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead end-to-end transformation and day-to-day performance for a contact centre, driving improvements across sales, service quality, workforce planning, and cost/headcount governance. Own delivery roadmaps, coordinate cross-functional stakeholders (IT, Finance, HR, business teams, vendors), and track KPI/ROI benefits to uplift customer experience and operational capability. Build a high-performing team through performance management, coaching, and collaboration to deliver BAU outcomes and transformation at pace.
Location: Guangzhou
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Provide overall leadership for the contact centre and own end-to-end transformation delivery while ensuring strong day-to-day performance.
  • •Build and execute delivery roadmaps and coordinate cross-functional stakeholders (IT, Finance, HR, business teams, vendors).
  • •Track KPI/ROI benefits to drive sustainable efficiency, customer experience improvement, and operational capability uplift.
  • •Develop a high-performing team through clear performance management, coaching, and collaboration to deliver BAU outcomes and transformation at pace.
  • •Govern sales and service performance, including workforce planning and cost/headcount governance.

Key Requirements

  • •At least 10 years of banking industry experience, including team management and project management experience.
  • •Strong experience leading contact centre operational excellence and/or end-to-end transformation programmes.
  • •Proven ability to manage complex stakeholders across IT, Finance, HR, business and vendors in a matrix organization.
  • •Demonstrated performance management capability across sales, service quality, workforce planning and cost control.
  • •Strong analytical skills defining and managing KPI frameworks and benefits realisation, with a customer-centric mindset (e.g., NPS).
Experience:Banking
Skills:LeadershipStakeholder managementPerformance managementCommunicationAnalytical thinking

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