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Manager - Contact Flow Management
3-7 years
Bangalore / Bengaluru
1 vacancy
Manager - Contact Flow Management
HSBC Group
posted 13hr ago
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Flexible timing
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Job Description
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 Technology
- Business as Usual Requests & Resolving Defects/Fixing Issues
- Representing business in Daily Stand-ups and other Pod level Agile ceremonies.
- Good understanding of contact center and digital technologies
- Experience of customer journey mapping, Optimization, and an eye for continuous improvement
- Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
- Strong 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 culture
- Knowledge 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
***
Employment Type: Full Time, Permanent
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