TRAINING MANAGER

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Training Manager 

In this role, you will:

• Lead and manage the Training and  on-the-job phase to ensure employees are capable of delivering clear, simple, and customer-focused service aligned to HSBC quality and conduct standards.
• Ensure training outcomes enable right resolution, empathy, ownership, and appropriate handling of vulnerable customers.
• Drive achievement of learning curve milestones and tollgate certifications in line with the Training and Academy Target Operating Model.
• Maintain accountability for academy performance, ensuring training supports customer satisfaction, productivity, and operational stability.
• Ensure mandatory training requirements are embedded and sustained across new hire and tenured populations.
• 0% first-time pass rate on learning curve and tollgate certifications
• Quality and customer experience scores aligned to Contact Centre Global Quality Mode.

To be successful you will:

• Experience leading or managing training, on-the-job training or capability development within a customer-facing or regulated environment.
• Demonstrated experience supporting customer experience outcomes, including quality, first contact resolution, and complaint reduction through effective training delivery.
• Strong understanding of contact centre operations, learning curves, readiness frameworks, and tollgate certification processes.
• Proven people leadership capability, including coaching, performance management, inclusive leadership, and development planning.
• Experience managing or influencing trainer capacity planning, scheduling, and resource deployment across multiple intakes or programmes.
• Working knowledge of risk, compliance, conduct, and mandatory training requirements within a regulated business environment.
• Experience ensuring adherence to internal control standards, audit requirements, and governance frameworks.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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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