Head of Conversational Banking Channels, CIIOM

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of Conversational Banking Channels, CIIOM.

You will define and deliver CIIOM’s Contact Centre transformation and Conversational Banking agenda across voice and digital conversational channels (e.g. chat/messaging/bot), improving customer experience, increasing digital adoption, and driving operational efficiency through journey redesign, channel shift and automation (including AI-enabled capabilities). Accountable for service performance, transformation delivery, financial and workforce planning inputs, working across a matrix of CIIOM stakeholders and offshore/GSC partners.

As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

In this role you will:

• Drive the CIIOM strategy for Contact Centre transformation and Conversational Banking, aligned to Direct Channels strategy and customer outcomes.
• Set the vision, roadmap and Objective Key Results for conversational channels, spanning chat/messaging/chatbots/GenAI agents and voice servicing, aligned to business goals and customer needs.
• Identify and deliver opportunities to increase containment/deflection, and reduce cost-to-serve whilst increasing self-service adoption
• Lead delivery of change from concept to implementation, embedding new ways of working, playbooks and performance routines.
• Own delivery against agreed SLAs and operational targets; monitor and improve KPIs, investigating drivers and implementing corrective actions.
• Oversee performance across onshore and offshore teams including the Manila Contact Centre ensuring consistent standards and customer outcomes.
• Ensure operational readiness for new capabilities (training, knowledge, procedures, controls, communications).
• Translate business needs into clear requirements for Technology/platform teams to enhance conversational capabilities and supporting tooling.
• Manage budget/AOP inputs, FTE planning and recruitment requirements the team
• Maintain an effective control environment in line with HSBC policies/procedures and applicable regulatory requirements; partner closely with Safeguarding (separate function) to ensure safe design and operation of changes.
• Partner with Data & Analytics to test, learn and optimise conversational performance and implement new AI solutions.

To be successful in this role you should meet the following requirements:

• Experience leading offshore contact centre operations and/or service transformation in a regulated environment.
• Track record delivering measurable customer experience and efficiency improvements (channel shift, journey redesign, automation/self-service).
• Strong stakeholder management and ability to drive outcomes without a direct reporting line.
• Strong MI capability: analyse, interpret and present insights; benefits tracking discipline.
• Resilient, organised and decisive; able to lead in a fast-paced, high-volume environment.
• Experience of completing governance and delivering AI capabilities into complex highly regulated organisations preferred

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com