Job description
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.
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 Senior Chatbot Manager ASP.
Principal Responsibilities
In this role you will
- Contributing to the global business strategy and stewardship for Chatbots to both enhance customer experience and reduce operational cost
- Leading a matrix of different channel and functional stakeholders to optimise and drive chatbot OKR performance for ASP markets
- Defining global operational best practice and toolkits for central Conversational Studio teams and market teams
- Defining the strategic evolution from traditional FAQ chatbots into Virtual Agents
- Challenging the status quo and be sponsoring conversational alternatives to the traditional digital customer experience
- Collaborate with Product and Proposition value streams to understand requirements and to implement and optimise chatbot journeys
- Work with market Channels teams and Conversational Studio teams to improve performance of key chatbot metrics through playbooks and performance management
- Partner with Data & Analytics to test and implement new AI solutions;
Requirements
To be successful you will need
- Subject matter expertise in the operationalisation of chatbots, virtual agents and Conversational AI
- Experience of customer journey mapping, optimisation and an eye for continuous improvement
- Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
- Strong interpersonal skills and ability to bring the organization/teams along with us on this journey
- Ability to drive agile change and innovation with respect to costs, revenue and service
- Strong interpersonal and communication skills with capacity to work with and influence senior teams with the ability to interact at all levels of the organization
- Strong numerical and analytical skills
Opening up a world of opportunity
www.hsbc.com/careers
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.