VP Remote Tools And Solutions

Job Title: VP Remote Tools and Solutions

• This role will have responsibility for Contact Centre digital tools and solutions to help support the Contact Centres with the various digital tools and solutions they use to work with HSBC Customers. Our Contact Centres across the globe use many different digital tools and solutions today and it is critical that we have individuals to make sure the tools and solutions are being used in the best interest of HSBC and our Contact Centres. Some of the Contact Centre digital tools and solutions that could be included in this role are Genesys, Kana for email, LivePerson for Chat, ChatBots, CoBrowse, Messaging, IVR, Voice of the Customer, iKnow, Agent Coaching Tool, Verint and Agent Desk Top. This is meant to just serve as an example of some of the types of tools and solutions and is not meant to be an exhaustive list of all the digital tools and solutions requiring support from this role. This role will also help to Enhance / Optimize the technology, Work on defects and Business as Usual Requests and help lead migrations of new technology or upgrades to technology.
• This role will manage and centrally administer these contact centre digital tools and solutions on behalf of the Contact Centres in the various HSBC countries. This would include day to day requests for changes, enhancements, upgrades, typical administration such as addition and removal of users, etc.
• The role should have excellent digital product ownership/management skills with experience in typical contact centre technologies with a preference of experience with Chat, ChatBots, LivePerson and Genesys. This role will help to develop the procedures and coordinate around how the value stream/sub value stream and other teams support the Contact Centers through the deployment, integration and commercialization of digital tools and solutions using Agile ways of working.
• This role will help to ensure business optimization as it relates to Technology Platforms. It is a critical link between the Contact Center Business & IT. This role provides Contact Center Solutions for ~17,000 employees across ~29 countries and 36 entities supporting 80-100 million annual multi-channel contacts including Inbound and outbound Voice, Live Chat, Email, Social Media, Digital, etc. This role also works alongside People Experience and Customer Experience providing capacity to enhance our people and propositions technology.
  
  

In This Role, You Will

Principal Accountabilities: Key activities and decision making areas

Global Change Leadership

• Own Contact Centre digital tooling strategy
• Support the relevant value streams and sub-value streams using Agile ways of working
• Interface with technology resources, IT Resources and Business Resources to ensure the success of HSBC and the usage of the Contact Centre technology
• Develop & recommend the Global Contact Centre Next Generation Technology deployment roadmap
• Assist with technology rollouts
• Attend governance forums (e.g. SteerCo, etc.)
• Act as a subject matter expert to assist markets with technology enhancements/upgrades
  
  

Typical Targets and Measures

• Technology changes or features are fully tested and rolled out with quality
• Development of optimized tools for HSBC by involvement in user group sessions as an active member of the digital community
• Improved technology adoption and related benefits including seamless global change request process
• Product Owner
• Vision, Strategy & Value Realisation
• Define and communicate the product vision, mission and outcomes aligned to Business/Solution Architects and the Agile Team.
• Translate customer and stakeholder needs into a clear product strategy and prioritised roadmap.
• Maximise value delivered by ensuring work aligns to agreed outcomes and benefits.
• Backlog Ownership & Prioritisation
• Own and manage the product backlog end-to-end, ensuring items are well-defined, prioritised and transparent.
• Write/maintain user stories with clear acceptance criteria and ensure readiness for delivery.
• Ensure backlog items meet Definition of Ready/Done and support re-use of existing assets where appropriate
  
  

Customer & Stakeholder Engagement

• Act as the key interface for users and stakeholders; represent the “voice of the customer”.
• Maintain strong communication with Business and Technology stakeholders (e.g., CLOs, business market reps) and resolve competing priorities.
• Ensure stakeholders have visibility of progress, decisions and upcoming work.
  
  

Delivery Assurance & Governance

• Work closely with the Agile Team to inspect delivery progress and assure outcomes meet expectations.
• Ensure timely communication of OKRs, progress, risks, issues and dependencies.
• Support the team to deliver in line with the product vision and agreed standards.
  
  

Typical Targets and Measures

• Delivery performance: throughput/velocity trends; cycle time/lead time improvements.
• On-time delivery of committed outcomes (iteration/release).
• Demo acceptance rate; % stories accepted first time.
• Transparency: regular reporting delivered on schedule.
  
  

Operational Resilience & Risk Management

• Own/clarify operational resilience responsibilities for the service/product and what IBS vs VS is accountable for (as applicable).
• Identify and manage risks, controls and resilience requirements; coordinate with relevant leaders (2nd line, ERM, GTO).
• Ensure resilience and risk considerations are built into prioritisation and delivery.
  
  

Typical Targets and Measures

• Risk register maintained; timely closure of actions.
• Compliance with resilience requirements (e.g., testing, recovery objectives where defined).
• Reduction in high-severity incidents; post-incident actions completed within agreed timelines.
• Audit/control findings: number, severity, and closure timeliness.
• Collaboration, Ways of Working & Continuous Improvement
• Collaborate across wider teams and other Product Owners to share best practices and align dependencies.
• Foster a transparent, inclusive working environment that supports effective delivery.
• Encourage co-design with VS/SS and continuous improvement in product practices.
  
  

Typical Targets and Measures

• Roadmap and vision artefacts agreed and refreshed on a defined cadence (e.g., quarterly).
• % of delivered work mapped to strategic outcomes/OKRs.
• Benefits realisation tracking in place (planned vs realised value).
• Stakeholder satisfaction with direction/clarity (survey/NPS-style measure).
  
  

Typical Targets and Measures

• Backlog health: % items meeting DoR; ageing of top backlog items; refinement cadence met.
• Predictability: sprint/iteration goal achievement rate; variance between planned vs delivered scope.
• Quality of requirements: reduction in rework due to unclear acceptance criteria; defect leakage attributable to requirements.
  
  

Typical Targets and Measures

• Stakeholder engagement cadence met (show-and-tells, demos, steering updates).
• Decision turnaround time for priority calls and scope trade-offs.
• Reduction in escalations caused by misalignment; stakeholder satisfaction score.
  
  

Typical Targets and Measures

• Cross-team dependency management effectiveness (missed dependency rate, lead time to resolve).
• Participation in communities of practice; adoption of agreed standards.
• Continuous improvement actions delivered per quarter; measurable improvements in flow/quality.
  
  

Customers / Stakeholders

• Ensure Global Standard designs are maintained and followed across all our countries
• Interact with and fully understands internal users and their needs
• Handle Business as Usual Requests to make modifications and enhancements to digital tools and solutions
• Assist country with escalation of issues and help bring to final resolution
• Effectively and timely communicate enhancements, new features, changes, etc to required stakeholders
• Viewed by business functions as professionals who add value
• Group Standards production in line with local/regional requirements
• Regular meetings held with key stakeholders and feedback
• Global Relationship Management
• Work with vendors and local countries to identify improvement opportunities and initiatives
• Assist other Global Businesses and Functions that may leverage WPB technology investment and infrastructure
• Cross channel engagement on any initiatives e.g. Chat and Email, working closely with the Contact Centre Customer Exp/Multi-Channel team
• Ensure good governance and alignment with global Contact Centre objectives
• Work closely with Reporting and Analytics, Control Tower and IVR teams
• Manage the promotion and communication of the internal digital tools and solutions to the wider organisation
• All countries remain on the same versions to take advantage of the same features across our Contact Centers
• Reports meet the strategic needs of the business and the Global Contact Center Business.
• Development of highly committed and delivery focused teams, consistently delivering high quality results
  
  

Stakeholder feedback

• Evidence of behavior
  
  

Operational Performance & Control

• Accountable for making and keeping the digital tools and solutions a success - by ensuring that they offer a strong value proposition to the internal users and that they create the desired business benefits
• Responsible for leading the design of large user stories (epics) which are broken down into smaller stories (product backlog), which is a prioritised features list for the internal digital tool which is used by Agile Teams to develop technology solutions
• Provide SME consultancy on business performance by analyzing and comparing to latest technology
• Assist countries in identifying performance and/or systems issues
• Make recommendations to country Heads of Contact Centre on performance improvements
• Look after multiple cross functional delivery teams operating across multiple locations
• Have a primary responsibility for ensuring the digital product and solutions’ features are best in class, simple, easy to use and differentiating
• Input to AOP to ensure appropriate resources (IT etc) are included in market and/or global AOPs
• Assist countries in adherence to Group FIM requirements
• Evidence of improvements/efficiencies made
  
  

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• Managing changing priorities and produce outputs to a high standard relevant to a variety of stakeholders.
• Working with the countries to ensure a globally consistent service is provided while maintaining compliance with external regulatory requirements, internal control standards and Group compliance policy.
• Working across multiple countries and time zones
• Working with the vendor and internal IT to resolve escalated issues in a timely manner
  
  

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• The role holder must have a sound understanding of Contact Centre Technology and ensure that the procedures/processes used to deliver digital tools and solutions are in accordance with Group Standards.
• The role holder will be required to manage multiple complex responsibilities involving interaction with several business areas.
• The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success.
• They will be expected to adopt a flexible approach in terms of working hours, location and travel.
  
  

Management of Risk (Operational Risk / FIM requirements)

• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies;.
• Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
• The role holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviors required to support the Bank’s risk management policies.
• The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department.
  
  

Observation of Internal Controls (Compliance Policy / FIM requirements)

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• The role holder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The role holder will implement the Group compliance policy by containing compliance risk in liaison with the relevant Compliance Department. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department if appropriate and by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.
  
  

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)

• The role holder will be required to plan and manage large scale and complex Contact Centre digital tools, solutions and technologies with accountability for the continuity of all Contact Centre systems on a local and regional scale
  
  

To Be Successful You Will

• Minimum of five years proven and progressive contact centre or transformation experience. Experience with Genesys, telephony experience, Chat, Chat Bots and Live Person is preferred.
• Experience in WFM related technology and ACDs a plus
• Bachelors degree in business, related field or equivalent experience. Engineering degree a plus
• Strong communications, product management, project management, service management, interpersonal, planning, negotiations, decision-making, judgmental, organizational and problem-solving skills.
• Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles.
• Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills.
• Proven ability to coordinate a wide variety of complex solutions and processes, bringing a breadth of experience to the business and seeing the wider implications at all stages.
• Proven ability to use pertinent spreadsheet software.
  
  

Hsbc.Com/Careers

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.”

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