HSBC Group

Business: Global Payments Solutions
Open positions: 1
Role Title: Senior Manager – Product Engineering GSC’s
Global Career Band: 4
Location: Bangalore
Recruiter Name: Sahana Shivakumar
Why join us?

Global Payments Solutions (GPS) is a strategically important business for HSBC and plays a key part in the Group’s global leadership in transaction banking, utilizing its powerful international network to connect east and west. GPS serves 40k large corporate and mid-market companies, and 1.5m business banking clients, in over 50 markets globally.

The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognized by the industry’s most prominent publications and associations with numerous global, regional and country awards.

The GPS Virtual Assistant (VA)/Messaging Product Owner will The GPS Service Virtual Assistant (VA)/Messaging Product Owner will be responsible for owning and driving the roadmap for Virtual Assistant and Messaging solutions within the GPS Service framework. This role will partner closely with the Corporate Investment Banking (CIB) VA/Messaging team to develop intelligent, client-centric solutions that enhance our digital servicing capabilities. As we transition away from a traditional call center model for our Foundational clients, the focus will be on leveraging virtual assistants and messaging channels to deliver faster, smarter client support.

What you’ll do: 

• Roadmap Ownership: Develop and maintain a strategic roadmap for the Virtual Assistant and Messaging initiatives, ensuring alignment with GPS Service objectives and client needs.

• Collaboration: Work closely with the CIB VA/Messaging team to design and implement intelligent solutions that enhance client interactions and support.

• Knowledge Governance: Drive a robust knowledge governance strategy to ensure that content is accurate, structured, and optimized for use by the service team. This includes the eventual integration of AI technologies to enhance service delivery.

• Adoption and Performance Tracking: Collaborate with service teams to promote the adoption of virtual assistants and messaging channels, track performance metrics, and continuously improve the client experience.

• Scalability and Effectiveness: Ensure that virtual assistant and messaging channels evolve as scalable and effective extensions of the GPS service model, enhancing overall client satisfaction.

• Stakeholder Engagement: Engage with key stakeholders across the organization to gather feedback, identify opportunities for improvement, and ensure alignment with broader business goals.

• Continuous Improvement: Foster a culture of continuous improvement by analyzing performance data, gathering user feedback, and implementing enhancements to the virtual assistant and messaging solutions.

What you will need to succeed in the role:

• Bachelor’s degree in Business, Information Technology, or a related field; advanced degree preferred.

• Proven experience in product ownership or management, particularly in digital services, virtual assistants, or messaging solutions.

• Strong understanding of client service operations and the ability to translate client needs into effective digital solutions.

• Experience with knowledge management and governance strategies, particularly in the context of AI integration.

• Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders.

• Strong analytical skills and experience in tracking performance metrics to drive decision-making.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.Excellent data analytical skills

• Good in business analysis and data management

• Experience in knowledge and data management and must have set governance and strategy around that.

• Experience in automation with data solutions will be an added advantage

• Practical experience of major business transformation with global project management experience, successfully executing large-scale, complex global / regional change initiatives. Candidates familiar with projects relating to discriminative/generative AI and Data, is an added advantage

• A global and innovative mindset with strong communications, organizational, decision-making, lateral thinking, analytical and interpersonal skills, with an attitude of getting things done.

• Excellent organizational, time management and planning skills to cope with multiple large-scale responsibilities.

• Proven ability to formulate, disseminate and implement and drive strategic initiatives across the Service organization.

• knowledge of global and regional/country regulatory landscape and ability to assess the impact of proposed changes in line with risk aspects and regulatory rules is a plus

• Proven ability in working across multi-disciplinary and culturally diverse work environments.

• Highly motivated & self-driven to ensure successful delivery of complex transformational initiatives. 
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  You’ll achieve more at HSBC 
  HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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