- Customer Service
- Wealth Management
Speech Analytics Manager, 12 Months Contract - Retail Banking and Wealth Management
Location: Asia Pacific-Hong Kong-Hong Kong Island-Central
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Speech Analytics Manager, 12 Months Contract.
Identify and validate opportunities, initiatives and change requests across the business to understand and track the benefit and or measure success
Support the activities to create governance of the Speech Analytics tool across all markets
Support integrated Customer Experience work streams such as Reengineering and Production Management and Call eradication and deflection by providing robust data and detailed analysis as required
Own and drive market level action plans to achieve fully optimized Speech Analytics usage
Maintain, develop and govern a robust category framework across Speech Analytics deployments, reporting the overall status to the Global Governance dashboards
To support the Global Speech Analytics Lead and Head of Customer Experience in providing accurate Speech Analytics outputs globally covering Cantonese and English languages
Working with internal and external stakeholders to deliver best in class Speech Analytics technology
Excellent language skills in Cantonese and English
Contact Centre Experience
Strong interpersonal, communication and negotiation, analytical, problem solving and lateral thinking skills
Ability to work effectively with a wide range of constituencies in a diverse community
Ability to skillfully plan, organize resources, establish priorities and implement initiatives
Ability to gather, analyze and prioritize data and summarize for message delivery to senior management
Proactively builds and maintain positive and productive working relationships
Ability to drive Customer centric organization
Knowledge of the Company’s products, services, delivery channels and organizational structure, supporting operational processes and regulations impacting them
You’ll achieve more when you join HSBC.
HSBC is 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. 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.
|Employment Type||Contract, Full-time|
|Career Level||Junior (less than 3 years)|
|Language||English, Cantonese, French, Spanish|