Manager Conversational Banking - Wealth & Personal Banking
HSBC Group
Kowloon, Hong Kong


The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.

As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

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.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities.

The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high calibre professional to join our team as a Manager Conversational Banking.

Principal Responsibilities

  • Act as a custodian of conversational banking foundation and customer experience, covering Live Chat, Mobile Chat, Social Chat (WhatsApp, WeChat, FB, Twitter), Payme and Email correspondence
  • Drive and deliver transformational changes in Conversational Banking operational performance through initiatives which are fully aligned to the Conversational Banking Business Strategy
  • Ensure commonality of solutions and standardization of products and processes, working closely with customer groups and key stakeholders
  • Analyse business performance and help identify inefficiencies / issues in the current process and procedures; rectify them to ensure all key performance indicators are optimized
  • Make recommendations to drive improvements of current practices that uplift customer experience, team productivity, and / or reduce operating costs
  • Monitor project status and manage key stakeholder in project teams to achieve common goals from the Conversational Banking perspectives
  • Manage and work with individuals across functions and operate effectively in a highly matrixed role on a local and global basis
  • Bring in new ways of working in operations, processes and innovative technology, exploit and leverage on available system features in order to develop new business opportunities that align to our business strategy
  • Drive a high performance culture in the team through strong leadership and effective people management
  • Act as a Subject Matter Advisor to support the wider Contact Centre Business to ensure commonality and consistency across channels
  • Commercialize the Conversational Banking channel services & capabilities
  • Nurture a collaborative, agile and supportive team culture thought constant data driven feedback and constructive discussions
  • Act as a Business lead for Conversational Banking foundation features in Channel Sub-Value Stream (SVS 06)
  • Requirements

  • Understanding of call centre dynamics, for example, procedures, operations, processes and systems used, products sold, agent skills and training, regulatory requirements
  • Proven experience in managing change programmes and / or commercialization of products / service is essential; working experience in the banking industry is preferred
  • Good sense of customer experience in relation to the transformational changes
  • Good understanding and experience in Conversational banking or chatbot development and commercialization is essential
  • Proven experience delivering change using appropriate systems, tools, communication, analytical and planning skills
  • Previous experience in leading and managing change programmes related to data and AI application is preferred
  • Ability to motivate and lead people, employing appropriate management styles
  • Attentive to details, independent, sensible and assertive to negotiate with different stakeholders
  • Effective in both spoken and written communication, interpersonal and negotiating skills
  • Excellent in decision making and have a problem solving mind set
  • Ability to coordinate a wide variety of activities at the same time, bringing across a holistic macro view of the business and seeing the wider implications at all stages
  • Proficiency in Outlook, Microsoft Word, Excel and PowerPoint
  • Strong communication skill and ability to simplify complicated concept, good interpersonal skill and presentation skill
  • Proficient in Microsoft Word, Excel and PowerPoint
  • You’ll achieve more when you join 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.


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