Job ID: 0000KXO7 Description Wealth and Personal Banking (WPB) Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs. We are currently seeking an experienced professional to join our team. In this role, you will: Projects and analysis - Ensure completeness of deliverables as required and document results and present findings to management - Diagnose and resolve complex to moderate issues - Ensure completeness of deliverables as required and document results and present findings to management - Workforce Planning for Short term and Long term - Scheduling resources as per demand - Suggest and implement optimization opportunities. Service Delivery - Independently interacts with business partners to understand business need and translates to technical specifications. - Manage delivery within agreed timelines and as per agreed quality standards. - Providing MI and solution recommendations to business problems. - Manage delivery within agreed timelines and as per agreed quality standards. Leadership & Teamwork - Uphold the highest level of integrity and act as a role model for all HSBC values and business principles. - Demonstrate a commitment to excel and perform to the standards. - Develop and maintain relationships and work well with all levels of management. Operational Effectiveness & Control - Sets up quality control framework and ensures adherence and constant improvement. - Take ownership and actively manage project timelines. Execute standard reports, processes, files, and implements predefined algorithms - Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals Qualifications To be successful in the role, you should meet the following requirements: - Knowledge of contact center business, metrics and operations. - Strong statistical knowledge - A Team player with good organizational, analytical and problem-solving skills - Experience of building and maintaining strong relations with Business Areas (E) - Excellent decision making skills (E) - Ability to priorities competing demands. - Keen eye for detail, committed to producing work of the highest quality - Strong analytical skills with ability to interpret data and arrive at meaningful conclusions. - Ability to identify and implement key efficiency and productivity change including OOE and other production management tools. (E) - System/Processes – a working understanding of Excel, and high technical capability in e-Work Force Management. - Customer Focus – ability to demonstrate and encourage in others the highest levels of customer focus awareness to ensure customer service standards are met and exceeded. - Analytical Skills – proven interpretation and utilization of management information. Ability to be innovative when identifying solutions - Excellent Communication Skills – Written and Verbal - Flexibility to work in shifts You’ll achieve more when you join 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 and inclusive and diverse environment. 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. /HX Issued by HSBC Bank (China) Company Limited