AVP – Global Contact Center Change Lead

Overview

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 AVP – Global Contact Center Change Lead .

Role Purpose

This role will help to ensure business optimization as it relates to the Contact Center Voice platforms. It will be the gatekeeper of any change requests from the wider business, understanding, analyzing, and validating the requests to ensure changes are aligned to the voice channel guiding principles and translating business requirements into technical change requests. The role also works alongside Customer Experience, providing capacity to enhance our people and propositions technology.

Main Activities

• Transformation Strategy & Roadmap
• Develop and execute the contact center transformation strategy aligned with organizational goals.
• Define a roadmap for digital adoption (AI, chatbots, voice bots, IVR modernization, workforce optimization).
• Drive omnichannel engagement capabilities (voice, chat, email, social, self-service).
• Program Leadership
• Lead end-to-end delivery of transformation initiatives from planning to execution.
• Partner with IT, operations, vendors, and business units to ensure seamless implementation.
• Track KPIs and ensure transformation projects deliver measurable business outcomes.
• Technology Enablement
• Evaluate and implement contact center platforms, CRM integrations, workforce management tools, and analytics solutions.
• Oversee migration from legacy systems to unified platforms.
• Drive adoption of automation, self-service, and AI-driven solutions.
• Process & Performance Optimization
• Redesign customer journeys to improve first contact resolution, reduce handling time, and elevate customer satisfaction.
• Implement best practices for knowledge management, call routing, and quality monitoring.
• Collaborate with business stakeholders to ensure operational readiness and adoption.
• Change Management & Stakeholder Engagement
• Champion change management initiatives to foster adoption across teams.
• Communicate effectively with executives, managers, and frontline staff to align on goals.
• Provide training and capability-building support for teams.

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