HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as a Senior Infrastructure and Innovation Manager.

Principal Responsibilities

• This role reports to Head of Conversational Banking and Telephony Foundations in Contact Centre Business and Channel Optimisation (CCB&CO) AMH WPB and is responsible to own and champion the design and innovation for Conversational Banking across businesses for CCB and wider AMH WPB including wealth and proposition
• Design future-proof foundational architecture and new operating model for Conversational Banking that will transform overall customer interaction
• Establish “Knowledge & Robotics Centre of Excellence” in China enabling cost optimised support for Conversational Banking
• Connect to global technology trend and development for continuous optimisation and enhancement
• Have a clear understanding of customer needs, market trends, business value and latest technologies and defines a CB strategy that takes these into considerations
• Change management in AI applications with talented people resources to deliver a seamless and excellent customer and channel experiences to our WPB customers. AMH CCB&CO is committed to becoming the leading function within the Bank that uses innovations to deliver a frictionless, end-to-end incredible customer experiences and this role is the central to this effort
• This role will work in close collaborations with a variety of stakeholders including Digital, Shared Operations (SHOPS), Global Contact Centre Business and various Value Streams (Channels, Customers, Wealth and Digital Enabler) and business teams
• This role is pivotal in establishing the new conversational banking instrafrastructure to cope with evolving changes in customer interaction model, a hybrid of remote and face to face channel as the convenience and efficiency demanded by customers. It is of paramount importance that we transform along this evolution and be at the forefront of the change given our leadership position in this market

Requirements

• Previous experience in leading and managing mega-sized change programmes in particular data and AI application is essential
• Proven planning and prioritisation skills
• Strong leadership and management skills
• Effective communication, inter-personal and negotiating skills
• Attentive to details, independent, sensible and assertive to negotiate with different stakeholders
• Effective in both spoken and written communication, interpersonal and negotiating skills
• Attentive to details, independent, sensible and assertive to negotiate with different stakeholders Proven documentation writing and change management experience
• Effective communication, inter-personal and negotiating skills
• Excellent decision making and problem solving ability
• Proven judgmental skills to identify and resolve problems
• Proven experience delivering change using appropriate systems, tools, communication, delegation and planning skills
• Ability to motivate and lead people, employing appropriate management styles
• Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages

You’ll achieve more when you join HSBC. 
http://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.