AVP - Revenue Management

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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Role Purpose

The job-holder is responsible for end-to-end management of all third-party costs across the Contact Center within approved budgets and cost targets, including budget planning, forecasting, cost optimization and revenue management. This includes ownership of third-party cost planning and monitoring, budget forecasting, actual-versus-budget variance analysis, resource cost optimization, vendor billing oversight and revenue analysis to support financial planning and prevent revenue leakage.

Principal Accountabilities:

Prepare annual budgets and rolling forecasts for all third-party Contact Center costs and revenues, using historical actuals, planned activity volumes, contractual commitments and anticipated changes; monitor expenditure against approved budgets and cost targets.
Define performance matrices and evaluate the Tele-calling and FOS performance for all business units within Contact Center on on-going basis, Identify area of opportunity and drive productivity improvement.
Identify and implement cost optimization opportunities across all third-party Contact Center services through analysis of expenditure, resource utilization and contractual pricing, keeping costs within approved budgets and cost targets while maintaining agreed service levels.
Design and implement appropriate methodology for customer touch points.
Identify opportunities to optimise the third-party operating model, commercial arrangements and service footprint; prepare financial assessments and recommendations that improve cost efficiency, capacity utilisation and revenue outcomes.

Budget and forecast accuracy; third-party expenditure within approved budgets and cost targets.

Forecast accuracy, timely variance reporting, billing accuracy, cost-saving delivery, resource utilisation and adherence to agreed service levels.

CUSTOMERS / STAKEHOLDERS
• Liaising with Third party CRM Development Team to ensure new developments implemented within defined TAT’s in cost effective way and to ensure minimal downtime.
• Coordinate with Analytics, Finance and relevant business teams to obtain reliable volume, cost and revenue assumptions for budgeting, forecasting and performance reporting.
• Partner with relevant business teams to assess the cost, capacity and revenue implications of proposed customer initiatives and incorporate approved assumptions into financial forecasts.
• Coordinate with internal and external stakeholders on new initiatives, ensuring that third-party costs, commercial implications, funding requirements and expected financial benefits are assessed before implementation.
• Build and maintain strong relationships with Business Partners, GSC , Third Party Contact Centre employees & management in order to create a positive environment within the Contact Center.
• Execution of plan within defined TAT’s
• Downtime
• Timely completion of financial assessments; accuracy of cost estimates;
• delivery of approved financial benefits; stakeholder feedback.

Knowledge/Special Skills Requirements
• Graduate / post-graduate with minimum of 8 years’ experience.
• Sound telesales background which includes experience managing alternate channels
• Total work experience of at-least 5 years with a minimum of 3 years’ experience managing large business independently.
• Good Communication Skills
• People Management skills with an ability to drive and motivate individuals to achieve Business Target

Pro-Tip: Familiarity with AI-enabled tools is an advantage.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

You’ll achieve more at 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.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India