AVP - Contact Flow Management

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 AVP - Contact Flow Management.

Principal responsibilities

• As an AVP – 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.
• Migration Deployment & Project Management of CC Technology
• Requirements gathering and elicitation.
• Story and Feature level prioritization.
• Creating user stories / acceptance criteria.
• Representing business in Daily Stand-ups and other Pod level Agile ceremonies.
• Ownership of Sprint level delivery.
• Product Governance tasks like DCE, NPAR.
• Functional Dependency management with external teams, Control & Governance