At the helm of HSBC's GSC China, my leadership spans a vast workforce exceeding 10,000 professionals, where my role as Center Director and Entity Relationship Manager fuses strategic oversight with hands-on engagement in technology, business, and operations. Our mission is to uphold exemplary customer service and operational efficiency, driven by a passion for people management and a commitment to excellence.In my prior role, I spearheaded a team of over 3,000 to deliver top-tier multi-channel services, honing my expertise in contact center management. This experience has been instrumental in shaping a culture of continuous improvement and collaboration across HSBC's global framework, ensuring that we not only meet but exceed our customers' expectations in an ever-evolving financial landscape.