Lily Shen
Senior Vice President and Regional Head,
HSBC Global Contact Centre Shared Operations, China Region
With 22 years of experience in E-commerce, banking operations and Contact Centre, Lily has covered a wide spectrum of domains with rich experiences in designing blueprints, managing transformations, building teams and business models and driving customer-centric solutions. She played a key role in developing the offshore centre from several hundred to over 3,000 to support global businesses, leading its transformation in the past 15 years and enabling the success in its human-touch digitalization journey, providing a strong talents pipeline for not only contact centre but also global businesses.
Lily is active at supporting the industrial development, leading the team to join the Contact Centre Association campaign for over 10 years, through external bench-marking, leading the team to uplift the bar and moving up the value chain. Lily herself is a COPC Registered Coordinator and promoting the learning and growing culture in the contact centre industry, building a professional Contact Centre leadership team to support the Group. (**)