Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager - Contact Flow Management

Principal responsibilities

As a Manager – Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective IVR automated responses to customer enquiries. IVR designing and governance for WPB markets.Technology Enhancements Optimization (IVR, CIVR)Migration Deployment Project Management of CC TechnologyBusiness as Usual Requests Resolving Defects/Fixing IssuesRepresenting business in Daily Stand-ups and other Pod level Agile ceremonies.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager - Contact Flow Management

Principal responsibilities

As a Manager – Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective IVR automated responses to customer enquiries. IVR designing and governance for WPB markets.Technology Enhancements Optimization (IVR, CIVR)Migration Deployment Project Management of CC TechnologyBusiness as Usual Requests Resolving Defects/Fixing IssuesRepresenting business in Daily Stand-ups and other Pod level Agile ceremonies.Good understanding of contact center and digital technologiesExperience of customer journey mapping, Optimization, and an eye for continuous improvementAbility to set clear strategic direction, aligned with Markets, Propositions, Channels and FunctionsStrong interpersonal skills and ability to bring the organization/teams along with us on this journey.Understands how to navigate the matrix and drive integration opportunities.Strong understanding of culture and experience positively driving cultureKnowledge and experience of conversational AI considered a benefit.Bachelor’s degree in technology discipline or related field preferred.Must have completed a minimum tenure of 2 years in a Assistant manager

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 an 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

Issued by HSBC Electronic Data Processing (India) Private LTD

Good understanding of contact center and digital technologiesExperience of customer journey mapping, Optimization, and an eye for continuous improvementAbility to set clear strategic direction, aligned with Markets, Propositions, Channels and FunctionsStrong interpersonal skills and ability to bring the organization/teams along with us on this journey.Understands how to navigate the matrix and drive integration opportunities.Strong understanding of culture and experience positively driving cultureKnowledge and experience of conversational AI considered a benefit.Bachelor’s degree in technology discipline or related field preferred.Must have completed a minimum tenure of 2 years in a Assistant manager

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 an 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

Issued by HSBC Electronic Data Processing (India) Private LTD