Head of Contact Centre Strategy

Head of Contact Centre Strategy

London

£1000 PAYE / £1298.33 Umbrella per day

6 Month Contract

Our client HSBC are currently seeking an experienced Head of Contact Centre Strategy to join their team in the London office/remote working, this contract will be for 6 months with a review to be extended.

Role purpose

The holder of this role will

Provide inspirational leadership in support of HSBC CMB vision to be the Global International SME Bank of choice, in the enhancement and development of new Global Contact Centre propositions for our customers.

Define the core components of a Global Contact Centre of the future

Understand current state and lead the development of a strategic roadmap for Contact Centre to drive the global growth agenda, working across functions and geographies to develop a globally co-ordinated approach

Bring together disparate teams and approaches into a global holistic Contact Centre approach

Define the performance metrics and what great looks like for customers of different tiers

Play a pivotal role in identifying Contact Centre technology and operational solutions and their application that will support the global vision for Contact Centre, working closely with CMB country heads and teams to ensure alignment of global and local change and investment priorities. 

Lead CMB on the delivery of new Contact Centre solutions for new and existing customers across key markets

Provide strategic recommendations to senior stakeholders (including global, regional and country CMB ExCo members) to support delivery of the global Contact Centre outcomes

Influence global change across all segments in multiple areas impacting Contact Centre including; policy, process, technology/ data, as well as customer and colleague experience across key journeys.

Understand the customer, product and market needs through detailed analysis and review

Through thought leadership and design direction, deliver outstanding journeys and customer experiences through the use of digital technologies, products and services to meet the evolving needs of our customer

Be responsible for the Contact Centre change portfolio, financial budget and associated milestones, tollgates and KPI’s.

Directly and indirectly lead people to deliver the Contact Centre agenda for CMB globally.

Governance and Committee Memberships

Member of: Global CMB Exco, Global BB representative on CMB Global Product Governance Committee, Deputise for global head of BB Commercialisation and Engagement

Accountabilities for Business, Customers and Stakeholders

Global CMB has c. 1.3M customers and generates income of $5BN, $1.2BN for Non Home Markets, with over $165bn deposits and $46m advances

CMB has an aspiration to increase income by $1BN over the next 3 years through the delivery of numerous strategic business initiatives. This critical role focuses on delivering a critical strand of the GBB strategy, specifically 1) design and delivery of the Contact Centre products that will enable us to achieve or growth ambition and in doing so become the international SME bank of choice

The role holder will be expected to;

Hold Contact Centre leaders accountable for their respective KPI delivery and impact on customers, staff and the bottom line

Identifying where there are Contact Centre product or proposition gaps and building consensus in order to drive investment and delivery.

Ensure that the investment meets the needs of the business and can be commercialized and adopted by our people and our customers in market

Provide support, guidance and where appropriate materials to help markets drive Contact Centre growth and achieve growth targets.  

Build out a global strategic acquisition approach which includes development and commercialization of the international CMB proposition as a key differentiator to driver wider customer acquisition

Maintain strong engagement and communication across geographies, business lines and functions with an ability to influence at the highest level

Establish and maintain relationships with market CMB Heads as well as Global function and Risk individuals. To build consensus on complex and challenging technical and business issues

Put the customer at the heart of every design, leveraging data and information to ensure that the solutions meet the customer demand

Engage others to create solutions to complex and strategic problems

Be a trusted partner

Be recognized as an open and forward thinker

Work with the local markets to help them understand the capabilities already delivered or coming so that they can direct local country change and investment plans accordingly

Leadership & Teamwork 

The role holder will be expected to

Clearly communicate Contact Centre requirements and performance expectations to delivery teams

Share ambition and vision for Contact Centre

Share success stories and celebrates delivery one to one with the individual, in team meetings and through wider communication strategies

Engage others in the development of strategic solutions to complex problems

Provide coaching and support to direct and indirect team members to help enhance performance, achieve career aspirations and reach their potential

Create a positive and productive working environment where people can have a voice, challenge and debate is welcomed and can influence the ways of working and solutions.

Hire and retain talented people who can grow and develop while contributing to the success of the organization

Manage and motivates individuals and teams of people that are HSBC employees, contractors or consultants.

Bring disparate teams in different locations, within different cultures, together to share experiences and challenges to build better solutions and ensure we are connected

Encourage teamwork and engagement across departments

Act as a credible and inspiration role model for others

Functional Knowledge

The role holder will have a deep expertise and understanding of;

Customers and what drives them

Contact Centre Products

Programme and Project Leadership

Global markets and operating across cultures, geographies, product lines and segments

CMB teams and people

Key customer and colleague journeys that are relevant to CMB

Others

Establishes and runs management administrative practices for the programmes responsible for, to ensure adherence to Group policies and operational risks so that issues can be identified early and mitigated.

Looks ahead at the changing regulatory environment or trends to ensure that the programme can be nimble and ready to respond to challenges.

Has an open door policy so that bad news can be shared without risk of “killing the messenger” and problems are therefore discussed before they become critical.

Identifies and manages interventions that will improve change or adapt delivery of programme deliverables

Provides high level critical thinking and ingenuity to bring successful resolution to complex or strategic issues.

Engages with risk stewards to fully understand risks and agree which can be accepted, which must be mitigated to ensure we remain compliant, and provide our customers with a fair outcome and enabling trust in the brand and the team

Role Attributes

Experience

Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline

Business / Commercial knowledge         

The role requires a comprehensive understanding of how all value units / products / regions / legal entities collectively integrate, alongside a comprehensive knowledge of the industry in order to contribute to the commercial objectives of HSBC.

Leadership        

Management responsibilities for a sizeable team of professionals (including responsibility for budget, and planning)

Problem Solving

Covers a wide range of activities that require complex judgements based on advanced analytical thought. Problems often require an innovative approach, based on extensive research

Innovation

Develops new and adapts existing processes for increased quality and efficiency whilst encouraging others to seek new ideas/solutions to day to day problems.

Accountability / decision making           

Latitude to make decisions within the objectives of HSBC global business / global function overall. Little guidance is available and role holder is expected to formulate strategy following the objectives of the business.

Strategic Responsibility

Creates business plans for own teams and expected to contribute into value unit / region / product / legal entity strategy.

Communication             

The role requires an extremely high level of interactive listening, in order to negotiate with others often at the highest level.

The role requires the ability to negotiate and influence within their team with a high level of influence.

Please also see below link to our HSBC Career hub: -

https://jobs.elevatedirect.com/tapfin/index.html

If you are relevant or interested please don’t delay, contact me on 0161 503 5558/ Curtis.Sharpe@jeffersonwells.co.uk

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