Simon Johnstone Email & Phone Number

Birmingham, England, United Kingdom

Malaysia

To manage all and any aspects of change management throughout all markets in HSBC Shared Operations. Work includes Process Improvement, Redesign of job workloads, reducing manual tasks via automation and introducing call quality model to be used by every market in Shared Ops.

Malaysia

Involves discovery of Customer Experience projects for multiple markets for HSBC globally. From there, initiation and execution of projects to improve the customer and staff journeys of processes. Benefit Realisation to understand cost and customer benefit to the markets involved with.

Swansea, United Kingdom

Acted as UK SME in a Global Credit Card Feature Pack project. Cooperated with other key HSBC markets, the role is to create a new Credit Card system for the involved markets. Role involves: Entering daily Scrum calls, System deployment planning, realising and creation of benefit statements, UAT, working within global budget and other project based areas.

Swansea, United Kingdom

Involved managing a team to take HSBC Advance, Premier and Private Bank calls, ensuring customers are at the forefront of service. Cooperate in many projects including Credit Card SME work, assisting the creation of the Ringfence bank, maintaining service levels are met for many customer segments, UK Contact Centre accountability to our HCA product. Lead the team so that they remain motivated, career driven and empowered.

Swansea, United Kingdom

Within HSBC Premier, I was asked to manage the first UK Temporary Staff Team. Emphasis was on ensuring a customer centric approach, full coaching and training of temporary staff and assisting UK Contact Centre service levels of customer demand and supply.

Swansea, United Kingdom

Various roles: Contact Centre Associate, Senior Customer Service and Sales Executive, Training new recruits, Product and Project Management