HSBC Group

Open positions: 1

Global Career Band: 5IC

Why join us? 

• Be part of a leading financial institution with a customer-centric mission, where your work directly elevates the banking experience for commercial clients.

• Enjoy a culture that prioritizes innovation—we invest in transformation initiatives, giving you the resources to turn ideas into impact.

• Access tailored career development programs, including executive mentorship and cross-departmental project opportunities, to grow into senior leadership roles.

The Opportunity:  

As the Commercial Banking Customer Service Center Transformation Manager, you will lead the end-to-end redesign of our customer service operations—from optimizing response workflows to integrating AI-driven tools (e.g., chatbots, predictive issue resolution). This role is critical to reducing client query resolution time and boosting commercial client satisfaction scores to industry-leading levels. You will collaborate with cross-functional teams (IT, Commercial Banking, and Operations) to align transformation goals with business strategy, making you a key driver of our service excellence journey.

What you’ll do:     

• Lead the design and execution of transformation projects for the commercial banking customer service center, including workflow restructuring, technology integration, and process automation.

• Collaborate with IT teams to evaluate and implement customer service technologies (e.g., CRM upgrades, Genesys Cloud migration, etc.) that enhance efficiency and client experience.

• Manage stakeholder communication—update senior leadership on project progress, gather feedback from commercial banking teams, and train service center staff on new processes/tools.

• Track project KPIs (cost savings, client satisfaction, operational efficiency) and adjust strategies to ensure on-time, on-budget delivery of transformation goals.

What you will need to succeed in the role:       

• Education: Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field; MBA is preferred.

• Experience: 5+ years of experience in operational transformation or process improvement, with at least 2 years in commercial banking or financial services customer service.

• Competencies: Strong project management skills (PMP certification preferred), excellent stakeholder communication, and the ability to drive change in cross-functional teams.

• Mindset: Customer-obsessed, results-driven, and adaptable to evolving business and client needs.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.

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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)