Job description
Business: Contact Centres Offshore
Open positions: 1
Role Title: Dialogue Manager - Live Chat
Global Career Band: 6IC
Location (Country / City ): China / Guangzhou
Recruiter: Sylvia Li
Why join us?
HSBC's strategy is to blend the best of technology with the power of people. This along with the rapidly changing ways customers are contacting us, provides us with an exciting opportunity to grow our Conversational Banking proposition, enabling customers to contact us through chat, messaging and social media based platforms.
The Opportunity:
• Produce clear, concise, customer-centric long and short form copy appropriate to a variety of project goals and audiences
• Optimise and reconfigure existing internal and external communications to adhere to UX best practice
• Collaborate with UX, design, user research, customer experience and product management teams to understand user needs, create meaningful product experiences
• Implement a human-centered design and copy process that spans all phases of development
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner
What you’ll do:
• Produce clear, concise, customer-centric long and short form copy appropriate to a variety of project goals and audiences
• Optimise and reconfigure existing internal and external communications to adhere to UX best practice
• Collaborate with UX, design, user research, customer experience and product management teams to understand user needs, create meaningful product experiences
• Implement a human-centered design and copy process that spans all phases of development
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner
Requirements
What you will need to succeed in the role:
• Solid experience in English editorial or copywriting role
• Good understanding of user experience and digital best practice
• Good understanding of customer-centric approaches & user-friendly concepts
• Strong communication skills in English & Chinese, both written and verbal, to explain complex ssues, Cantonese speaker would be a plus
What additional skills will be good to have?
Familiar with digital channels such as WeChat, WhatsApp and Mobile x will be a plus.
Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.
https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=1f9872ff1b12549021e7c9df1d4bcba3
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.)