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Category: Product ID: 1383


About the job

Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers shine brighter 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 organisations in the world, with operations in 64 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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager-WFM.

Why Join Us: 

Our Contact Centers today are working with more and more technologies to help assist our customers. As a result, there is a need to help support the Contact Centers with the technology while liaising with the IT Technical Teams who support these technologies.

We are one of the best in class WFM capability of HSBC in which we take care of all WFM & GCC requirements of all contact centers of HSBC/partners across globe.

This opportunity can make you part of our WFM capability and get to contribute in bringing efficiency for service delivery across HSBC.

The Opportunity: 

This position will be expected to provide leadership to the Workforce Management Team and all sub functions with in

  • End to end stakeholder management for WFM deliverables. 
  • Providing high-quality MI and solution recommendations to business problems.
  • Manage delivery within agreed timelines and as per agreed quality standards.
  • Independently interacts with business partners to understand business need and translates to technical specifications. Assist in developing and testing new information infrastructure.
  • Manages a team and prioritizes resources and processes within team to support business. 
  • Develop a highly motivated team with clear goals and ownership with a continuous improvement culture.
  • Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.

What you’ll do: 

This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Real time command center and reporting. This role will be in a team that is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. The incumbent would contribute in WFM deliverables that involve but not restricted to developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role. In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job. Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency. The incumbent would be required to support specific group entity or and business geography.

This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality.


What you will need to succeed in the role: 

  • 10+ years within the field of WFM, GCC, Project management and MI automation and Data Science. 
  • Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability. 
  • Experienced in using Tools like Python, R and other automation tools along with WFM tools like Aspect, Genesys, IEX etc.
  • Knowledge and understanding of statistical methods of forecasting.
  • Bachelor’s degree in a numerical discipline desired
  • Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools. 
  • Able to convert unstructured business requirements into a structured project.
  • Should be a good team player

What additional skills will be good to have: 

  • Experience within the field of WFM & Command center/Real Time Monitoring
  • Call center Voice/Non Voice Metric Familiarity
  • Ability to work under pressure

You’ll achieve more at HSBC 

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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***