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 organisations 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 realise their ambitions.

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

Principal responsibilities

As a Lead Manager – Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective Call routing, Interactive voice response. automated Call routing responses to customer enquiries.

Design, configure, and implement Call routing solutions.

IVR designing and governance for all global markets.

Collect, analyze and interpret data to produce regular and ad-hoc reports that support business decision making and track performance against key objectives.

Migration Deployment Project Management of Control Centre Technology

Business as Usual Requests Resolving Defects/Fixing Issues

Representing business in Daily Stand-ups and other PoD level Agile ceremonies.

Verint/ Call recording Subject Matter Expert.