HSBC Group

GCB 6

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Wealth and Personal Banking (WPB) 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. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

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

Principal Responsibilities

• Act as a custodian of Conversational Banking foundation and customer experience, covering all chat platform, social media 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
• Analyze 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
• Nurture a collaborative, agile and supportive team culture thought constant data driven feedback and constructive discussions

• University degree or relevant qualification
• Experience in the financial or banking sector
• Full understanding of Wealth and Personal Banking product & services
• Proven experience of successful strategy formulation & project management, utilizing relevant tools and techniques to ensure consistent delivery
• Strong influencing skills with proven ability to communicate effectively at all levels of management
• Ability to work independently as well as able to interact with various teams effectively with excellent interpersonal skills
• Effective in both spoken and written communication, interpersonal and negotiating skills
• Strong analytical, problem solving and lateral thinking skills

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.